Allow e-mail responses to be turned into ticket updates

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.

[x] Process responses as ticket-updates instead of new tickets
[x] Process responses with unknown or invalid UUID in subject as new tickets
[x] Security: check if reply comes from actual user or client, don't allow everyone to add replies

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.

jschreuder / SpotDesk

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