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Service Desk Email Rejections

Summary

When a GitLab.com Service Desk issue is created via email, during a chain of replying to Issue comments via email, the email sender receives a "Rejection" notice with the below message.

Unfortunately, your email message to GitLab could not be processed.

You are not allowed to perform this action. If you believe this is in error, contact a staff member.

Steps to reproduce

  1. Email Service Desk target to create new issue
  2. From within the GitLab issue reply with a comment
  3. From within Email reply to that ^ comment
  4. Receive rejection email

Example Project/Test

  1. Email subject: Re: Service Desk (from arueda@gitlab.com): AR_GitLab Email Test_1 (#7)
  2. Project: https://gitlab.com/amandarueda/learn-git
  3. SD Email target: incoming+amandarueda-learn-git-8818332-issue-@incoming.gitlab.com

Test Summary:

Initial Email to Create Issue

from:	Amanda Rueda <arueda@gitlab.com>
to:	incoming+amandarueda-learn-git-8818332-issue-@incoming.gitlab.com
date:	Sep 11, 2019, 9:09 PM
subject:	AR_GitLab Email Test_1

"This is the beginning of a new issue from gitlab.com email."

GitLab Support Bot Reply

from:	GitLab Support Bot <gitlab@mg.gitlab.com>
reply-to:	Amanda Rueda / Learn Git <incoming+43c0e4efb6015f5c1c7bb6de15b2053f@incoming.gitlab.com>
to:	arueda@gitlab.com
date:	Sep 11, 2019, 9:09 PM
subject:	Re: Service Desk (from arueda@gitlab.com): AR_GitLab Email Test_1 (#7)
mailing list:	amandarueda/learn-git <8818332.learn-git.amandarueda.gitlab.com> Filter messages from this mailing list
mailed-by:	mg.gitlab.com
signed-by:	mg.gitlab.com

"Thank you for your support request! We are tracking your request as ticket #7, and will respond as soon as we can."

Reply via SD/GL comment

from:	Amanda Rueda <gitlab@mg.gitlab.com>
reply-to:	Amanda Rueda / Learn Git <incoming+2de04041ad53513f4ca5f1fd421d46ec@incoming.gitlab.com>
to:	arueda@gitlab.com
date:	Sep 11, 2019, 9:10 PM
subject:	Re: Service Desk (from arueda@gitlab.com): AR_GitLab Email Test_1 (#7)
mailing list:	amandarueda/learn-git <8818332.learn-git.amandarueda.gitlab.com> Filter messages from this mailing list
mailed-by:	mg.gitlab.com
signed-by:	mg.gitlab.com

"Thanks for that information. I'll get back to you!"

Reply via Email

from:	Amanda Rueda <arueda@gitlab.com>
to:	Amanda Rueda / Learn Git <incoming+2de04041ad53513f4ca5f1fd421d46ec@incoming.gitlab.com>
date:	Sep 11, 2019, 9:10 PM
subject:	Re: Service Desk (from arueda@gitlab.com): AR_GitLab Email Test_1 (#7)
mailed-by:	gitlab.com

"Do you think this is going to make it?"

GitLab Rejected Reply

from:	GitLab <gitlab@mg.gitlab.com>
reply-to:	GitLab <noreply@gitlab.com>
to:	arueda@gitlab.com
date:	Sep 11, 2019, 9:11 PM
subject:	[Rejected] Re: Service Desk (from arueda@gitlab.com): AR_GitLab Email Test_1 (#7)
mailed-by:	mg.gitlab.com
signed-by:	mg.gitlab.com

"Unfortunately, your email message to GitLab could not be processed.

You are not allowed to perform this action. If you believe this is in error, contact a staff member."

Initial triage Slack discussion

  1. Rejection Message: https://gitlab.com/gitlab-org/gitlab-ee/blob/91b459e1873135ef72405691d7112e2c3038dd8b/lib/gitlab/email/handler/reply_processing.rb#L59
  2. Trailing - in Service Desk Email target is ok per: https://gitlab.com/gitlab-org/gitlab-ee/blob/master/ee%2Flib%2Fgitlab%2Femail%2Fhandler%2Fee%2Fservice_desk_handler.rb#L13

Support Tickets

  1. https://gitlab.zendesk.com/agent/tickets/130812
  2. https://gitlab.zendesk.com/agent/tickets/131311
Edited by Amanda Rueda