- Help Desk members must be able to easily propose changes, for example, to maintain in the message the list of current Top 10 issues reported by users.
- Help Desk members must be able to easily propose changes, for example, to maintain in the message the list of current Top 10 issues reported by users.
- Only email addresses NOT in a **list maintained by helpdesk team (and maybe FT)** will receive an auto reply. This list will include: tails contributors, list moderation emails, other Tails schleuder lists, etc.
- The auto-reply adds a CC to tails-bugs, so it appears on the thread originated by the first email, and helpdesk can be sure that the user has received the auto-reply, when, to which address, etc. (We will get this auto-reply, because it will be sent to tails-bugs instead of our personal email which is on the exception list)
- Technical writers also need access to edit the content of the auto-reply.
- Technical writers also need access to edit the content of the auto-reply.
- Non-WhisperBack emails: Only the 1st email in a thread triggers the auto-reply.
- Non-WhisperBack emails: Only the 1st email in a thread triggers the auto-reply.
Otherwise it would be very noisy for the user and send mixed signals ("we need more info from you but we might not
Otherwise it would be very noisy for the user and send mixed signals ("we need more info from you but we might not
answer a second time").
answer a second time").
- We can use email headers:
- We can use email headers:
- Send the auto-reply only if the headers "In-Reply-To:" and 'References:' are empty or do not exist, then:
- Send the auto-reply only if the headers "In-Reply-To:" and 'References:' are empty or do not exist, then:
- Messages forwarded to us from tails-sysadmins@ will not receive an auto-reply because they have a Reference header that is not empty.
- Messages forwarded to us from tails-sysadmins@ will not receive an auto-reply because they have a Reference header that is not empty.
- When we answer a user, we will not receive an auto-reply because the In-Reply-To is not empty
- When we answer a user, we will not receive an auto-reply because the In-Reply-To is not empty
- When a user sends an email (or a WhisperBack report) they will get an auto-reply.
- When a user sends an email (or a WhisperBack report) they will get an auto-reply.
- Auto-reply sent if either of conditions are met:
- Auto-reply sent if either of conditions are met:
- "In-Reply-To:" and "References:" are present AND not empty
- "In-Reply-To:" and "References:" are present AND not empty
- "In-Reply-To:" and "References:" and NOT present
- "In-Reply-To:" and "References:" and NOT present
- WhisperBack emails: Some kind of notification when sending a report
- WhisperBack emails: Some kind of notification when sending a report
How would we let them know about the newer hot topics?
How would we let them know about the newer hot topics?
- WhisperBack users should receive a non-changing version of the Auto-reply, and also the auto-reply by mail if they add an email address. Because:
- WhisperBack users should receive a non-changing version of the Auto-reply, and also the auto-reply by mail if they add an email address. Because:
...
@@ -54,8 +49,7 @@ the background.
...
@@ -54,8 +49,7 @@ the background.
as the image is released and we won't be able to rely this mechanism for issues
as the image is released and we won't be able to rely this mechanism for issues
in the release itself, which misses most of the point. also, it will not work for old Tails.
in the release itself, which misses most of the point. also, it will not work for old Tails.
- Only email addresses NOT in a list maintained by helpdesk team (and maybe FT) will receive an auto reply.
- The auto-reply adds a CC to tails-bugs, so it appears on the thread originated by the first email, and we can be sure that the user has received the auto-reply, when, to which address, etc. (we will get this auto-reply, because it will be sent to tails-bugs instead of our personal email which is on the exception list)
