Service Desk uses "Sender" Field, not "From" or "Reply-To" when handling issues

The "Sender" field can be somewhat arbitrary when using email services ( like Mailgun etc.) on a domain.

It's better if the Service Desk used the "From" header to decide who the reporter is, rather than the Sender field. Since the sender can be a middleman service, while the From header will be what the user expects it to be.

Currently, we cannot use Service Desk properly because the users reporting messages don't get responses, since it's sent to the Sender field, which is somewhere else, rather than to the From/user.

2.1.2. Header Field: From

Description:
Mailbox of message author
[...]
Related information: Specifies the author(s) of the message; that is, the mailbox(es) of the person(s) or system(s) responsible for the writing of the message. Defined as standard by RFC 822.

2.1.3. Header Field: Sender

Description:
Mailbox of message sender
[...]
Related information: Specifies the mailbox of the agent responsible for the actual transmission of the message. Defined as standard by RFC 822.

cc @victorwu

@smcgivern @jneen : Any ideas why we're using Sender field?

added Discussion services labels

added ~1790368 and removed services labels

@Spindel thanks for reporting! I'm not sure the title is totally correct - Reply-To should take priority. We currently use (in order - highest preference first):

1. Reply-To (the first, if any)
2. Sender
3. From (the first, if any)

I guess we should swap 2 and 3, then?

That would probably be the correct solution, yes, since "Sender" is the login to the middle-ware server, which may be completely different from the mail control system.

Sender can also be replaced by bounces on the chain.

changed milestone to %Next 2-3 months

@Spindel thanks, sounds good to me!

marked #3245 (closed) as a duplicate of this issue

Any status update here?