Issue comments not updating

Hristina Stoeska

Hi,

 

We have experienced an issue with ticket comments. Namely, comments from email are not updated when it is a new email (containing issue key in subject) and when the mail is forwarded (again containing issue key in subject). In our case this is happening only when the email is sent from an address which display name is with Israel letters.

In case the email is replied with the same subject as on cases above, it is working as expected and the ticket comments are successfully updated.The log message is 'There was an error reading the body of email message'. Would you kindly suggest a possible solution regarding this matter.

 

Thank you in advance.

KR,

Hristina

Andy Heinzer

Hi Hristina,

I think it would be best here for us to gather logs from your system to try to help.  So I have created a support case to do that, please see https://getsupport.atlassian.com/servicedesk/customer/portal/3/SDS-41583 for more details and some other requested information about your environment.

Thanks

Andy