jschreuder / SpotDesk

Open source e-mail based Helpdesk software.
MIT License
1 stars 0 forks source link

Allow e-mail responses to be turned into ticket updates #7

Closed jschreuder closed 7 years ago

jschreuder commented 7 years ago

Currently the CheckMailboxesCommand can only create new tickets. It should be able to detect a response to an existing ticket and process it as a ticket-update.

jschreuder commented 7 years ago

Now detects response when subject contains valid ticket UUID: 40d443f60ab26eccf7119e01b8bd4d6e2e5d0684

jschreuder commented 7 years ago

Contemplated if ticket & mailbox departments also needed to match. Decided against it, or escalating departments might cause mayhem. Chances of accidental wrong replies are non-existent in that edgecase, while escalating is a valid usecase and should allow replies to be processed correctly.

Additional note: the above does not make the security measure useless to not allow replies from invalid sources. As the client can not be expected to keep the ticket ID confidential, and as such knowing it should not be considered reason enough for trust.