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We use Jira combined with JETI to handle a large volume of mailbox traffic.
We recently ran into an issue that has not been present before, and with no change on our end.
We have the handler set up with a default reporter and tickets are created/commented in this way.
The problems we are having, attachments are not being added to the ticket and there are two things that show up.
At the end of the description is added:
[Created via e-mail received from: Name <email@example.com>] (with the correct From: information of course.
And a comment by "Anonymous"
An error occurred while adding attachments to this issue from the source email. Please check the attachments and re-send the email.
In addition to this, our agents will reply, with a JETI template I have created, to the external participant stating they received no attachment. When the comment is created from the external participant's reply, the comment has the entire email in plain-text instead of retaining formatting.
New tickets generated from the same external participant all behave this way, but so far only with a small handful of external participants (7 out of ~4,000). Good odds, but the majority of those 7 have occurred within the last week.
Is there possibly something with the way the senders e-mails are formatted that is forcing the handler to strip all attachments and formatting from the sender and post as plain-text?