Custom Query (332 matches)

As mentioned in #252, we're using this script to handle incoming customer email. In this use case, it is possible to confuse the script simply by having two tickets named the same (or, with Email2Trac, two emails with the same subject line).

To reproduce:

• Obtain two email accounts, accountA and accountB.
• From both accounts send an email with the same subject line.
• Email2Trac will create two tickets.
• Use both accounts to reply to their own email.
• Email2Trac will place both replies on accountB's ticket (whichever has the higher ticket number).

Expected behavior:

• I would expect accountA's reply to go to accountA's ticket instead.
• If no ticket number is found in subject line and multiple tickets match the subject line, Email2Trac should prioritize tickets that have reporter equal to the email sender.

This ticket is closely related to #253.

When using Email2Trac to handle incoming customer email, it would be nice to have the script only update tickets sent from the reporter. This option would obviously remove the capability for developers to update tickets via email (and thus this option should be disabled by default), but would be excellent for customer support, where the reporter is the only external client who should ever update a ticket.

Something like restrict_update_to_reporter. With the option enabled, if no tickets are found with the same subject/ticket# AND same reporter/sender, then create new ticket.

I have performed a slight modification to Trac's source to send HTML notification emails. Really, I just added this line:

headers['Content-Type'] = 'text/html; charset=utf-8'

to NotifyEmail's send() function in trac\notification.py and it works fine. Whenever I respond to a ticket via Trac's webUI, Trac's notification email is sent using my custom templates\ticket_notify_email.txt, and the content-type is correctly flagged as HTML.

It would appear that Email2Trac uses the same code paths to send email:

def notify(self, tkt, new=True, modtime=0):
...
    tn = TicketNotifyEmail(self.env)
...
    tn.notify(tkt, new, modtime)

However, despite my best efforts to figure out why, Email2Trac-triggered emails are sent text/plain content-type. This is bad, since it's using the same custom (HTML) email template, but sending as raw text, and the HTML will not render. I've been digging through the code in both Email2Trac and in Trac's source, and I cannot find why this is the case.

This may not be in Email2Trac's main feature set, but I was hoping you could lend some insight on how to do this.