Attatch an email to issue

[pVortex]

Is there a way to attach an email to an issue so that each time the issue gets updated that user will be notified? This would be an email that is external to the Mantis user system.
We are on Mantis 1.1.0a3.

Thank you.

[pVortex]

After some research here is what I came up with:

When you receive and update from Mantis, it will the project and task id in the subject line. Ex- [Project 0000059]. The information in the [ ] is what Mantis uses as the issue id.

If you respond/create an email message with subject that includes the full task id in the correct format < [Project 0000059] > (the brackets must be there!) it will add it as a comment in Mantis that can be viewed on the web page. By CCing the user and Mantis, both the user that isn’t in Mantis and the documentation that is attached with the issue will be updated with the latest information.

We also tested with an external email address and were able to email mantis@xxxxx.com using the above format and have it update an issue. This means Mantis also track the user’s response back to you if the user replies to all. If we educate our users to reply to all, all conversation regarding an issue will automatically be captured for us.

Hope this helps someone.

[Tinjaw]

If we educate our users to reply to all, all conversation regarding an issue will automatically be captured for us.

I am not sure if you are going to come back and check on this thread, but if you do, I can tell you, from my many years of experience doing support, you won't be able to train your users to do anything. Automate what you can on your side. If you would like my suggestions, they would be:\

1) use support@yourcompany.tld for everything.
2) when you send out an email, it should be from support@yourcompany.tld and reply to should be the same.
3) put some tracking number in the subject. if the user replies, you will get that back in the subject header. your email system should parse the header and route accordingly.
4) if your email system doesn't come up with a match from the subject, you should be checking other headers, like checking the message id of the outgoing emails and see if any of them match the References header. If that doesn't work, check the email address and recent tickets matching that address.

[pVortex]

I do agree that trying to educate users is a bit of a lost cause. I am going to forward your post to our sys admin.

Many thanks for your suggestions!

[vboctor]

You may be interested to check the patch below:
http://www.mantisbt.org/bugs/view.php?id=4286

Note that it is not supported by Mantis team.