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Diffstat (limited to 'doc/user/project/service_desk.md')
| -rw-r--r-- | doc/user/project/service_desk.md | 41 |
1 files changed, 26 insertions, 15 deletions
diff --git a/doc/user/project/service_desk.md b/doc/user/project/service_desk.md index fa5ef35418a..4f8e068ca2d 100644 --- a/doc/user/project/service_desk.md +++ b/doc/user/project/service_desk.md @@ -86,10 +86,10 @@ To improve your project's security, we recommend the following: - [Enable Akismet](../../integration/akismet.md) on your GitLab instance to add spam checking to this service. Unblocked email spam can result in many spam issues being created. -The unique internal email address is visible to project members with Maintainer (or higher) -[permission level](../permissions.md) -in your GitLab instance. However, when using an email alias externally, an end user -(issue creator) cannot see the internal email address displayed in the information note. +The unique internal email address is visible to project members at least +the Reporter [role](../permissions.md) in your GitLab instance. +An external user (issue creator) cannot see the internal email address +displayed in the information note. ### Using customized email templates @@ -137,15 +137,23 @@ You can use these placeholders to be automatically replaced in each email: #### New Service Desk issues -You can select one [issue description template](description_templates.md#create-an-issue-template) +You can select one [description template](description_templates.md#create-an-issue-template) **per project** to be appended to every new Service Desk issue's description. -Issue description templates should reside in your repository's `.gitlab/issue_templates/` directory. -To use a custom issue template with Service Desk, in your project: +You can set description templates at various levels: -1. [Create a description template](description_templates.md#create-an-issue-template) -1. Go to **Settings > General > Service Desk**. -1. From the dropdown **Template to append to all Service Desk issues**, select your template. +- The entire [instance](description_templates.md#set-instance-level-description-templates). +- A specific [group or subgroup](description_templates.md#set-group-level-description-templates). +- A specific [project](description_templates.md#set-a-default-template-for-merge-requests-and-issues). + +The templates are inherited. For example, in a project, you can also access templates set for the instance or the project’s parent groups. + +To use a custom description template with Service Desk: + +1. On the top bar, select **Menu > Projects** and find your project. +1. [Create a description template](description_templates.md#create-an-issue-template). +1. On the left sidebar, select **Settings > General > Service Desk**. +1. From the dropdown **Template to append to all Service Desk issues**, search or select your template. ### Using a custom email display name @@ -156,7 +164,8 @@ this name in the `From` header. The default display name is `GitLab Support Bot` To edit the custom email display name: -1. In a project, go to **Settings > General > Service Desk**. +1. On the top bar, select **Menu > Projects** and find your project. +1. On the left sidebar, select **Settings > General > Service Desk**. 1. Enter a new name in **Email display name**. 1. Select **Save Changes**. @@ -166,13 +175,13 @@ To edit the custom email display name: > - [Feature flag removed](https://gitlab.com/gitlab-org/gitlab/-/issues/284656) in GitLab 13.8. It is possible to customize the email address used by Service Desk. To do this, you must configure -both a [custom mailbox](#configuring-a-custom-mailbox) and a +a [custom mailbox](#configuring-a-custom-mailbox). If you want you can also configure a [custom suffix](#configuring-a-custom-email-address-suffix). #### Configuring a custom mailbox NOTE: -On GitLab.com a custom mailbox is already configured with `contact-project+%{key}@incoming.gitlab.com` as the email address, so you only have to configure the +On GitLab.com a custom mailbox is already configured with `contact-project+%{key}@incoming.gitlab.com` as the email address, you can still configure the [custom suffix](#configuring-a-custom-email-address-suffix) in project settings. Using the `service_desk_email` configuration, you can customize the mailbox @@ -198,7 +207,7 @@ To configure a custom mailbox for Service Desk with IMAP, add the following snip service_desk_email: enabled: true address: "project_contact+%{key}@example.com" - user: "project_support@example.com" + user: "project_contact@example.com" password: "[REDACTED]" host: "imap.gmail.com" port: 993 @@ -215,7 +224,7 @@ To configure a custom mailbox for Service Desk with IMAP, add the following snip ```ruby gitlab_rails['service_desk_email_enabled'] = true gitlab_rails['service_desk_email_address'] = "project_contact+%{key}@gmail.com" - gitlab_rails['service_desk_email_email'] = "project_support@gmail.com" + gitlab_rails['service_desk_email_email'] = "project_contact@gmail.com" gitlab_rails['service_desk_email_password'] = "[REDACTED]" gitlab_rails['service_desk_email_mailbox_name'] = "inbox" gitlab_rails['service_desk_email_idle_timeout'] = 60 @@ -271,6 +280,8 @@ For example, suppose the `mygroup/myproject` project Service Desk settings has t The Service Desk email address for this project is: `contact+mygroup-myproject-support@example.com`. The [incoming email](../../administration/incoming_email.md) address still works. +If you don't configure the custom suffix, the default project identification will be used for identifying the project. You can see that email address in the project settings. + ## Using Service Desk You can use Service Desk to [create an issue](#as-an-end-user-issue-creator) or [respond to one](#as-a-responder-to-the-issue). |