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Does support tickets not submit if a "reply above this line" email has a cc email?

Ann Marie Guinan

Hi There,

We have some clients who are replying above the line to our support email and cc'ing staff emails. When this happens the email goes to the staff email accounts but does not add the reply in our support desk ticket that is related to that issue.

Can anyone shed any light?

Ann Marie

Accepted answers

Angélica Luz

Hi Ann,

Thank you for reaching out to our Community!
I've checked on the ticket that the error was "Mail handler returns null result" but now the failure on some responses is "There was an error reading the body of email message".

As the issue only happens when someone replies the notification adding a Cc, can you please check what is the affected ticket and check on the logs what failure appears?
Please, go to https://yourinstance.atlassian.net/secure/admin/SDMailInfo.jspa and click on "View log" > Processing log.
On this page, you can see all emails that turn into new tickets and comments on your service desk.
Please, confirm the issue key and check on this logs if it was processed or not and let us know what failure appears. This will help us understand what may be causing this issue.

Regards,
Angélica

All comments

Tarun Sapra

Hello @Ann Marie Guinan

Could you confirm if you have followed all the steps listed here

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

Tarun Sapra

"the customer replies to the email notification, and the reply displays as a comment on the issue in the service desk."

Ann Marie Guinan

Hi Tarun,

Yes we have this set up but we do not have a custom email address set up.

It seems to work when there is no cc'd email on the reply, then the reply displays as a comment on the issue in the service desk.

I am unsure if we use POP or IMAP as I did not set the account up.

Could the issue be that because the cc'd person is not a customer, it means if they email our service desk, their requests won't be processed?

Hope that makes sense,

Ann Marie

Tarun Sapra

Hello @Ann Marie Guinan

Could they try putting another customer in CC and then see if the reply gets added as a comment or not. ALso, could you please see which one of the following access is for your JSD

https://confluence.atlassian.com/servicedeskserver0312/managing-access-to-your-service-desk-949239608.html

If your Service desk only allows customers having Jira accounts then adding an non-customer email in CC might be the cause of the problem.

Jack Brickey

@Ann Marie Guinan, so that I am accurately understanding your questions can you confirm the following as true?

you are using the email address provided by Atlassian for your helpdesk tickets by email.
if a customer sends an email then the request is created.
if a customer replies to the original email w/o adding any Cc names a comment is added.
if a customer replies to the original email adding one or more Cc names a comment is not added.

note that I specifically called out the original email associated w/ creating the ticket as I want to rule out emails that weren't sent from Jira outgoing mail handler.

Ann Marie Guinan

Hi Jack,

Sorry in the delay of my reply I was on annual leave last week.

you are using the email address provided by Atlassian for your helpdesk tickets by email. - can you explain where I can check this to give you the correct answer?
if a customer sends an email then the request is created. Currently our customers cannot email to create a request, they must log onto the portal to raise a request. The issue is when customers reply adding a cc to the reply email that this reply does not become a comment on the atlassian portal.
if a customer replies to the original email w/o adding any Cc names a comment is added. Correct
if a customer replies to the original email adding one or more Cc names a comment is not added. Correct

Thanks for your help,

Jack Brickey

@Ann Marie Guinan, re: #1 I think we can skip this as I now understand that you are not creating issues via email, only portal, but basically it is the same screen that you captured in you response to Tarun.

One more thought on the cause here. By chance are you using an addon app, e.g. JETI (Jira Email This Issue) or something else? If not I would recommend you reach out to Atlassian Support and see if they have an idea on the cause.

Ann Marie Guinan

Hi Jack,

I already reached out but they could not find the route of the problem, hence why I came to the community in the event that others had experienced it but I am still no wiser Thanks for all your help!

Ann Marie

Angélica Luz

Hi Ann,

Regards,
Angélica

Ann Marie Guinan

Hi Angélica,

Is there another way to reach that page? Once I clicked the link the following message appeared?

Page unavailable

Your Atlassian Cloud site is currently unavailable.

Please check Atlassian Status for known problems.
If there are no known problems and your page hasn't appeared again in 5-10 minutes then please contact our support team.

Angélica Luz

Hi Ann,

Yes, please click on Jira Settings > Applications > Email requests > View Log > Processing log.

Regards,
Angélica

Ann Marie Guinan

Hi Angélica,

I have checked the log and we have one today at 1:45pm that is a failure with the message - "There was an error reading the body of email message" by handler - Service Desk Mail Handler.

Do you need any further information? At a quick glance, a lot of these failures are coming from the same company with the same email domain name.

Ann Marie

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