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

[Angélica Luz · Accepted solution]

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

[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 

[Angélica Luz]

Hi Ann,

I've checked many notifications in the database and found something that may be causing this and I've checked that it looks like it's all from the same domain as you mentioned.
It may be related to this bug:
https://jira.atlassian.com/browse/JSDCLOUD-6335
Checking the emails I was able to identify this little attachment that I believe that it's part of their email signature.

Would it be possible to talk to Anita, for example, to remove or change this image of her email signature in order to test if all emails will turn into comments?

Regards,
Angélica

[Jack Brickey]

@Angélica Luz, great sleuth work here!

[Ann Marie Guinan]

Hi @Angélica Luz,

That's great thanks for getting to the bottom of the issue.  :)

Can you tell me which image it is that is blocking the replies? We have two other customers using the same domain and all of their replies come through the system, (These are based in another location so their signature may be different). 

If I can locate the image I can tell the whole company in one email. 

Thanks for all your help,

Ann Marie

[Angélica Luz]

Hi Ann,

This is a screenshot of one of the affected emails:

There is a small image on the signature that seems to be broken. I forwarded the email to my test instance in order to test, but this image shows as a URL, so I was not able to reproduce the error. 

Regards,
Angélica

[Ann Marie Guinan]

Hi @Angélica Luz,

Great thanks for that, sorry another question where is that image located? Is it on the FT replies signature of the customers replies signature? 

The above screenshot is from another member of staff here separate to the other customers company. Can you send me the URL of the image separate to this thread? 

Thanks

Ann Marie 

[Ann Marie Guinan]

Hi @Angelica da Luz,

Where can I find out if this image is sourcing from? Whether it is the customers or it is actually an internal problem with our signatures.

Thanks again

Ann Marie

[Jack Brickey]

@Ann Marie Guinan, I think this is something to investigate on your end by simply looking thru the email and see which email in the thread first introduced it. 

[Ann Marie Guinan]

Hi @Jack BrickeyJack, I actually don't know what the image is to find it, that is my issue. EG: I have an email signature with a logo as do a lot of our customers. Maybe I am not understanding this correctly to find it. Thanks for you help,

[Angélica Luz]

Hi Ann,

The image comes on the customers' signatures, so when they reply the notification, their signature is added after the "This is shared with".
On my test instance, where I couldn't reproduce the issue, this is what shows instead of the image:

Regards,
Angélica

[Ann Marie Guinan]

Hi Angélica,

Thank you so much for that information, I will advise the client and see how we get on. Thank you :) 

[Jack Brickey]

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

1. you are using the email address provided by Atlassian for your helpdesk tickets by email.
2. if a customer sends an email then the request is created.
3. if a customer replies to the original email w/o adding any Cc names a comment is added.
4. 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. 

1. 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? 
2. 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. 
3. if a customer replies to the original email w/o adding any Cc names a comment is added. Correct
4. 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 

[Jack Brickey]

do you have a ticket number on that? what did they say? I'm certainly intrigued w/ the cause.

[Ann Marie Guinan]

Hi Jack,

Details are:

https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-418336

JST-418336

[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.

[Ann Marie Guinan]

Hi Tarun,

I just checked the settings and it is set to: Anyone can send a request via the portal or support@___________. so that rules out that scenario. 

Would this be an issue:

Who can customers share requests with?

✔Other customers in their organization. If they're not in an organization, they won't find anyone.

Thanks for your help

Ann Marie

[Tarun Sapra]

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

[Tarun Sapra]

https://confluence.atlassian.com/servicedeskserver/receiving-requests-by-email-939926303.html?_ga=2.85452057.1082897854.1542618451-1359772982.1527518782#Receivingrequestsbyemail-Preparecustomersforemailgreatness

[Ann Marie Guinan]

Hi Tarun, is this under project settings - email requests? 

[Ann Marie Guinan]

[Ann Marie Guinan]

This is the screen I have with no options on "On the Email request page, you can also choose whether to allow emails from addresses which are currently not registered as customers of your service desk to be added as comments to the associated request. This is useful if a customer forwards an email to an external person regarding a request, and the external person responds with information relating to the request. The information will be recorded as a comment on the request. Note that the service desk will not send notifications to the external person regarding the request to preserve privacy"

[Tarun Sapra]

Hello @Ann Marie Guinan

Since you are on JSD cloud thus the above may not apply to you.

here's the document for the cloud

https://confluence.atlassian.com/servicedeskcloud/global-customer-permissions-954239154.html

https://confluence.atlassian.com/servicedeskcloud/set-up-customer-permissions-732528940.html

Please see the table in the first link

How global permissions affect project permissions

[Ann Marie Guinan]

Hi @Tarun Sapra

Thanks for all your help so far, it doesn't seem to answer my question. I am unsure if it is their mail handler or if it is a jira rule. 

Ann Marie 

[Tarun Sapra]

Hello @Ann Marie Guinan

I have shared your question with other members of the community, in the meantime you can also reach out to the atlassian support for the same

https://support.atlassian.com/contact/