Service Desk: external Participants receive the same email as everyone else
Problem
The way external participants receive emails today is each individual participant receives a separate email from GitLab. This creates a few problems for external participant who either don't have access or never check the GitLab ticket:
- Initially, when the first email is sent to external participants:
- They don't know that there are other external participants
- They don't know who are the other external participants
- When 1 external participant replies by email:
- The other external participants receive this email with a delay. This is because they only receive a new note after it's been posted (behavior needs to be verified)
- The other external participants don't know who actually replied. They see the author of that email as "GitLab Bot".
Proposal
- All external participants are included in the same email
- Readers of the email correspondence can see clearly who are other external participants included in the email
- No delay when an external participant replies
- No new note email if it's a note posted by an external participant
Open Questions
- What is the appropriate behavior when people don't reply all? or edit the email recipient list?
- For the MVC, same behavior for all permutations
- What if an external participant is removed via the UI? Or they clicked the unsubscribe link. They'd still remain cc'ed in previous emails sent and would continue to receive emails from the other externals.
Edited by François Rosé