Service Desk: retain name from the e-mail header
Release notes
Email headers can include the name of the service desk requester. This information is not retained, which can prevent the service desk agent from addressing the requester by name.
With this release of GitLab, you can now see the name of the email requester, which is captured and retained in GitLab.
Problem to solve
Currently only e-mail address of the sender is retained in the Service Desk issue. The rest of the "From" header is not available. This is a problem because it can contain full name of the sender which might not be available in the e-mail address only. So one cannot be very personal in communication with the sender. Also it is hard sometimes to connect the sender to an exiting account because you are lacking the name.
User experience goal
- Display Name and email address, e.g.
Name <user@example.com>
in the UI whenever the data is available.
Proposal
- Display
Name (user@example.com)
when Name is available in the email header - Diplsay
user@example.com
when Name is not available in the email header - Should update the author, e.g. `Issue created [datetime] by Name (user@example.com) via GitLab Support Bot
- Should update the notification warning in comment box Name user@example.com will be notified by your comment
- Should update the author of comments
Out-of-scope
Reply-To in email header is out of scope for this issue.