Incoming email tickets; content missing

[Carina Manent]

I no longer see the email content from our incoming emails. If I respond to the ticket through the email thread on Outlook then the original content plus my reply will appear in jsm. I have turned off all automation just in case something there was causing this. I also verified that strip quotes are disabled. But this is all I see when I get a ticket. 

[Nadhila Savira]

Hi Carina,

Oh no! This sounds bad. Is this happening on every email coming to the project, or just one specific email? And is this affecting other projects as well, or just one?

If it is only 1 specific email from 1 customer, I suspect there's some sort of formatting issues that cause it to not be read properly by the mail handler. And when you reply, the original email lost this formatting, hence why it appears on JSM.

Looking forward to seeing more info on this.

[Carina Manent]

Hey Nadhila,

It's happening on every email coming in. Our users email it-support@domain.com and that gets routed to the email address registered with our project jsm@domain.com. That email comes in as a service request ticket for that project. Could you elaborate more on how I may investigate if there are some sort of formatting issues?

Thank you! C

[Nadhila Savira]

Hi Carina,

This is quite worrying! I will create a ticket for you and you will hear from us soon.