Yes, for Mantis receiving ticket emails from the other system. We have configured Mantis to put ALL emailed tickets in the same category "[emailed_tickets]" because we don't know which Project any of the incoming emails will apply to, and one of us will go in and assign it to the correct category and developer to handle it. We all get notification when a new incoming emailed ticket gets processed by Mantis.
What happens if the From line says this:
Code: Select all
From: email@example.com On Behalf Of firstname.lastname@example.org
Because I'm seeing that the other system actually sends all emails outside of our network and then the salesforce.com mailer sends the message back to us. Don't know why it is set up that way, very insecure (what if passwords are in the ticket,) just another reason why Mantis is better. EmailReporting plugin will need to use the "on behalf of" address in this case, perhaps it already does?
I see what some of the confusion is. We use LDAP for authentication, and so anyone on the network that emails a ticket to our DevBugs email account will have Mantis create a new account automatically when it creates the new ticket in its database. So every time the other ticketing system (RF) sends an email to the DevBugs account, I *believe* that mantis creates a new ticket (and associated account) because the From line seems to have a number appended to it from the other system. I will need to look in the database at the User table and find out if it is creating a new user on every email...I sure hope not.
I thought that once mantis has a user account tied to a ticket then it will use that user account's email address...? Since we are using LDAP, Mantis is able to grab the email address automatically when it authenticates the user and will use that. Will that weird From address line above cause any issues?
To be clear, we DO want Mantis to send emails the way it does currently, including Close notices. Those Close notices should go back to the other ticketing system so that the helpdesk will know to close *their* ticket (because we did all the work through Mantis and closed *our* ticket for that issue.) The point is, we don't want to have to ever look at the other system, but we need to be notified when *they* receive a customer ticket for something *we* have to deal with. (Yes, company drama is not very fun...)
The problem is that Mantis will (correctly) use the other ticket system as the email address it communicates with. While *we* are dealing with the issue, we might need to contact the actual customer for more information or ask them to do something to troubleshoot. If we just send an email notice from mantis it will go to the other ticketing system and get added as a Note because that is the Reply-to address (since that is the original From address.) So when a new ticket comes in, if I can grab the customer username and put that in the Reply-to field, then all of our emails from Mantis will go to the *actual* customer. In fact, best would be to make the real customer a Monitor in Mantis or even a CC: field in the message header.
I'm sorry for the wall of text, this is a complex situation and I'm definitely not an expert in Mantis. :-(