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Investigate collaborative inboxes and set one up for info[at]wikimedia.se
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Description

Collaborative inboxes could be used to fill some of the functions of OTRS and to make functional adresses more easy to manage.

This ticket aims to explore/collect the needed settings and various options, choices available

  • Check if the group "emails" are mailable from the outside. If so add a filter to make them bounce.
  • Check if collaborative inboxes are mailable from the outside. If not make it so.
  • Create collaborative inbox for info[AT]wikimedia.se
    • Requires dealing with the existing legacy info[AT]wikimedia.se user account instructions
    • Find a solution for other info@ addresses
  • Look into solutions for non-info functional addresses
    • Stopgap solution - make sure recipients are all GSuite controlled wikimedia.se accounts (i.e. not the redirects in Loopia)

Event Timeline

Lokal_Profil renamed this task from Investigate collaborative inboxes to Investigate collaborative inboxes and set one up for info[at]wikimedia.se.Jun 21 2018, 1:39 PM
Lokal_Profil updated the task description. (Show Details)
Lokal_Profil updated the task description. (Show Details)
Lokal_Profil added a comment.EditedJun 21 2018, 2:09 PM
  • Check if collaborative inboxes are mailable from the outside. If not make it so.

If you mark a group as a collaborative inbox (following instructions here) and set posting permissionspostanyone on the web then the address can be e-mailed by anyone (GSuite captures it and it is not sent on to Loopia). (collab-test)

Practically every member of the group gets a copy of the e-mail to their inbox. To interact with the e-mail in the "collaborative inbox" way you then have to follow the link to groups.google.com where the ticket can be claimed , marked as resolved, answered etc. It is possible to answer as either your personal account or the group, just ensure Original author is in the cc field.

It is also possible to reply directly from your own inbox after adding it as a from address [SettingsAccountsSend email as (set as alias)]. Note that answers sent this way are not visible in the group so there is no way for others to see that the email has been handled.

email optionsSubject prefix can be used to add a label to all incoming e-mails to make them easier to distinguish,


  • Check if the group "emails" are mailable from the outside. If so add a filter to make them bounce.

If you send an email to a group that you're not at member of, you get a mail like this:

Hello <email address that sent the email>,

We're writing to let you know that the group you tried to contact (test.group) may not exist, or you may not have permission to post messages to the group. A few more details on why you weren't able to post:

  • You might have spelled or formatted the group name incorrectly.
  • The owner of the group may have removed this group.
  • You may need to join the group before receiving permission to post.
  • This group may not be open to posting.

If you have questions related to this or any other Google Group, visit the Help Center at https://support.google.com/a/wikimedia.se/bin/topic.py?topic=25838.

Thanks,

wikimedia.se admins

Note that these replies are sent out even if email optionsEnable auto-reply message for non-members outside the organization is not ticked.


It is also possible to set type to "e-mail list" (uncollab-test) and still allow postings from "anyone on the web" or to create a group from the admin interface with the access setting "limited", then manually open up posting only from the outside (begransad-group-test).

Note that starting from limited ensures that other members of the organisation cannot read the archives etc. It is also possible to start from a less restrictive access policy and then manually set all of the permissions.

Lokal_Profil added a comment.EditedJun 21 2018, 2:51 PM

Collaborative inbox is probably the most suitable for our functional addresses where we need to ensure that action has been taken (integritet, info, medlem etc). For these it would be inappropriate to allow replying as the group address from within the personal inbox and replying from the personal inbox should likely be discourage as it makes it less clear when a message is satisfactorily resolved.

The limited access but post from the outside is the one which most closely reflect how our functional addresses worked before (apart from info[AT]wikimedia.se), essentially it is an alias which spreads the message to the members. It is the responsibility of whoever answers to include the group in cc (default with reply-all) to inform the other members that an answer has been set.
This is suitable for our consumer only addresses (e.g. drift) and group information addresses (styrelse, valberedning etc.) Again replying as the group-address from within the personal inbox should probably be discouraged.

Vvjjkkii renamed this task from Investigate collaborative inboxes and set one up for info[at]wikimedia.se to 3iaaaaaaaa.Jul 1 2018, 1:02 AM
Vvjjkkii triaged this task as High priority.
Vvjjkkii updated the task description. (Show Details)
CommunityTechBot renamed this task from 3iaaaaaaaa to Investigate collaborative inboxes and set one up for info[at]wikimedia.se.Jul 2 2018, 7:43 AM
CommunityTechBot raised the priority of this task from High to Needs Triage.
CommunityTechBot updated the task description. (Show Details)

yaroom@ tested as a limited access but post from the outside group

You can set up so that members of a group can send emails as that group. The interface does not allow adding bcc, however. If you want that possibility, you need to add the group as a "send from address" for your personal email.