When customers reply to email notifications in Service Desk Automation does not see the comment

[Deleted user]

Hi,

Just today I've noticed that the automation that I had in place for my Jira Service Desk to transition issues on comment from customers has stopped working.

1) If they reply in the portal automation sees it and processes it as it should.

2) If they reply via email (they received the mail to advise issue close say) then the comment is applied to the job and the assignee of the issue gets an email copy of the comment but....automation which did see it and processed it has now stopped. There are not even any logs to show it being seen and failing by automation

Looked at this all day today and totally stumped me so any help would be hugely appreciated as I can't see why automation cannot see the comment anymore.

Nic.

Actually noticed that when I reply with just text the automation worked I think.

I think it's picking up the email reply as something else when it had my signature on and logo what could it be seeing it as maybe an attachment?