Represent the `reply-to` field in Service Desk issues
Proposal
Service Desk gives the Reply-To
header priority when considering authorship of an issue. This makes it look like the issue was created by an email address other than the sender, which may be confusing.
A small feature improvement would be to store the Reply-To
and To
headers separately on the issue and to represent them in the header in some way. For example:
And in issue lists:
Implementation
The screenshots above are from an attempt to address this problem by @m_frankiewicz in !81207 (merged).
This MR had to be reverted because it changed the way the service_desk_reply_to
field on issues is used. But otherwise the intention was correct and the design and wording was reviewed.
The confusing aspect here is that service_desk_reply_to
does not represent the Reply-To
header but simply the email address with which Service Desk should correspond; which will be from the To
header unless the Reply-To
header is present.
The implementation should do the following:
-
Store the To
andReply-To
headers on the Service Desk issue -
If the Reply-To
field is not null, represent in the header that the email was sent from one email address but replies will be sent to a different one.