smashwilson
commented
10 years ago :+1:
Okay, so the way I want to support this is by writing a slurper that uses mailgun magic to catch emails. Conversation threads can be followed by stripping re: and fwd: from the subject line, and follow-ups and assignments can be detected automatically by looking for messages sent by DRG email addresses. I can't think of a good way to detect a "finished" email incident offhand.
With that in place, all of the existing infrastructure for ticketing and notification infrastructure should just work.
rgbkrk
When emails come in to support aliases, it's really easy to lose track of them. :e-mail: is not the best medium for something that needs triage and response, especially in a list format. We don't want those to go unnoticed.
When an email comes in to a mailing list, have it only go to a ticket (not individuals). In this model, every single email goes to a new ticket and gets assigned to an SDK/API group.
Triage the email body for keywords (
pyrax,python,novaclient,fog,cloudfiles,paperclip,jclouds, etc.), tag the message and/or assign the right people/queue.A Racker then assigns the ticket to themselves and responds directly to the person that emailed the list. The Racker should then update the ticket, modifying details as necessary to provide clarity for others. If a customer is associated, try to link it.