Redmine

Further to issues #444 and #1110, I think redmine needs its issue creation via email functionality to be improved.

I totally agree with Ewan Makepeace in #444 about FogBugz (http://www.fogcreek.com/FogBUGZ/). They have really done the receiving email system right.

For those who aren't familiar with FogBugz, this is how it works:

• Anyone can email your FogBugz email address, such as support@example.com
• FogBugz implements a Spam filter to check incomming emails. (I don't think we need this.)
• The email is turned into an Issue in the Inbox project.
• The Issue is reviewed by staff and then moved into the appropriate project (if any, otherwise left in Inbox).
• All email traffic between the business and clients is stored in FogBugz as an Issue, or follow-ups to an Issue.
• The tracker type should be defaulted to Email. Emails that describe a feature/bug/etc can be updated by staff.
• When an email conversation is finished, the staff resolve and close the Email Issue.
• If the client later replies, the Issue is reopened automatically.

The major selling feature of FogBugz email integration is that the client does not need an account in your FogBugz to use the system. This is achieved by using a special authentification token in the email response link:

Thank you for your message. We have received it and will get back to you as soon as possible.

We use FogBugz to keep track of our incoming email. You can check the status of your message at the following URL:

https://bitbot.fogbugz.com/default.asp?8_i2nobc50

You may want to save your case's tracking ticket: 8_i2nobc50

Please reply to this message if there's anything else we can do for you.

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At the bottom of the FogBugz Issue page, the client (who does not have a login) can see other issues submitted with their email address. In this case, this email address submitted tickets 7 and 8.

The problem with Redmine is that an "Inbox" project allows all clients to read each other's emails. This is not good. FogBugz doesn't have this problem. Only staff can view all clients emails.

In summary, I would like to publish an email address like support@example.com on my website. All email to that address is inserted into Redmine as an Email Issue in the Inbox project, regardless of who it is from. The email is automatically responded to with a link to the issue in Redmine, including an authentification token. This allows the client to see the issue in Redmine and their other issues, but no-one elses. All this without a username/password.

Most clients won't need to follow the link either, since the system can be completely interacted with via email (from the client's point of view).

I think most of this functionality already exists in Redmine, we just need to sort out the permissions system. Its pretty minor change really, but does require a database field for the auth token.

Alternatively, perhaps it can be done by automatically creating a user account for the email address. But how do we stop them from viewing emails from other clients?