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Some email replies not being added to ticket

Anna Arczynska
Anna Arczynska
Contributor
January 16, 2023

Hi all,

I have a problem with email that are send form iPhones.

Looks like when formating is changing form HTML to text then I'm reciving this email not like new comment but new issue. 

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Fabio Racobaldo _Herzum_
Fabio Racobaldo _Herzum_
Community Leader
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January 16, 2023

Hi @Anna Arczynska ,

text/html should not impact the email handler. Are you sure that subject of the email contains the issue key? Moreover, please verify that user has comment permission on the project.

Hope this helps,

Fabio

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Anna Arczynska
Anna Arczynska
Contributor
January 16, 2023

Hi :)

As you can see in the attached screen the topic was the same. 

Adnotacja 2023-01-16 101648.png

 

The only diffrenece was that those messages that create me new issue were emails that were forwarded form iphones to outlook and then to jira.

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Anna Arczynska
Anna Arczynska
Contributor
January 16, 2023

Adnotacja 2023-01-16 101648.png

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Fabio Racobaldo _Herzum_
Fabio Racobaldo _Herzum_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Become a leader
January 16, 2023

it's a strange situation

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