Reply on email notification

[Evert Morren Atlas Admin]

When a user creates an issue, he receives an notification. The user can send a reply on the notification, the reply is added as a comment to the issue. But if the user send a second reply on the notification it is not added to the issue. How can I solve this problem?

[Samuel Gatica _ServiceRocket_ · Accepted solution]

Hi @Evert Morren Atlas Admin 

I was unable to replicate the issue. I created a ticket and sent three replies using the notification email, all of which were successfully added to the ticket.

Can you please confirm the following:

- Are you responding to the same email as indicated in the notification?
- Does the subject line include the Ticket ID (e.g., XYZ-123)?

Best regards

Sam

[Evert Morren Atlas Admin]

Hi Sam,

I have tested it again, sometimes it works, sometimes not. It seems something in our environment. First I will do some further investigation.

Thanks for your reply.

[Evert Morren Atlas Admin]

Hi Sam, 

It seems to be an issue in our environment, after some changes now ok.

Reagrds,