GitLab Incubation Engineering - Latest, 22 Mar 2023

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From YouTube: Incubation Engineering - Service Desk - March 23 Mid-Month Update

Description

Discover the latest updates and developments in GitLab's Service Desk SEG, including the addition of native attachments for external participants and results from customer interviews. We’ll dig deeper into challenges with multiple issue email participants and the progress on custom email verification, as well as issues with forwarding emails in Microsoft O365.

Update-Issue: https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/11

You can find all resources on the Service Desk SEG handbook page :
https://about.gitlab.com/handbook/engineering/incubation/service-desk/

Please subscribe to this GitLab issue if you would like to receive notifications for all future updates:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/3

Additionally you may have a look at the feature exploration issue:
https://gitlab.com/gitlab-org/incubation-engineering/service-desk/meta/-/issues/2

If you want to learn more about Incubation Engineering at GitLab, please visit
https://about.gitlab.com/handbook/engineering/incubation/

Chapters
0:00 Intro
0:15 Native attachments
0:59 Customer interviews
2:29 Custom email address verification

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Hi, my name is Mark I'm, the single engineer group for gitlab service desk, and this is the mid-month update video for March.

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Native attachments for service desk emails allow external participants, like the issue, offer to receive uploads to comment as a native email attachment. This is great because previously, based on your project, settings or instance, configuration external participants could not access media assets via the provided links in certain scenarios.

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If comments have uploads larger than 10 megabytes, we fall back to sending links. We successfully wrote the feature hold on gitlab.com and the feature flag now defaults to on for the 15.10 release on the 23rd of March, we updated the documentation and I added a secondary release post item to announce this feature in the 15.10 release. Post I had a few customer interviews in the last couple of weeks and got lots of input, great questions and discussions.

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We found out that forwarding emails in Microsoft offers 365 does not forward emails in a standard compliant way. It does not preserve the original from and two headers depending on the setup. It changes those headers to the forwarding Target, it only pre-serves the original from header when you forward to an address outside of your tenant via exchange mail flow transport rules, I'm still moving things around in my head, but I decided to also accelerate email ingestion. We see a notable amount of support, requests for mailroom infrastructure issues and scale.

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Setups I am preparing the blueprint for my proposal to move the general email ingestion for incoming email and service desk email to sidekick worker jobs and I hope. I can share a first draft with you in the next showcase I'm, also preparing the current architecture to be extendable enough to allow IMAP and Microsoft graph API Integrations in the future.

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Multiple issue. Email participants is still a highly requested feature, as it will allow us long term to automatically add ccs and bccs as external participants to the issue right now. Contributions from external participants have the gitlab support bot user as the offer. So we cannot distinguish between messages from different external authors in the UI I proposed a boring solution in this issue and hope you can make some progress on multiple issue: participants.

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A note on my progress on custom, email, verification, the model changes for verification have been merged and I have a merge request and review that refactor some custom email related database fields.

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We have a lot of discussion about SMTP, address validation in this merge request, but I'm looking forward to see this merged in a few days, I am preparing some smaller front and merge requests for the new verification emails right now that I can officially open once the refactoring has been merged. So that's everything for today see you soon take care.