When a user creates an issue, he receives an notification. The user can send a reply on the notification, the reply is added as a comment to the issue. But if the user send a second reply on the notification it is not added to the issue. How can I solve this problem?
I was unable to replicate the issue. I created a ticket and sent three replies using the notification email, all of which were successfully added to the ticket.
Can you please confirm the following:
- Are you responding to the same email as indicated in the notification?
- Does the subject line include the Ticket ID (e.g., XYZ-123)?
Best regards
Sam
Hi Sam,
I have tested it again, sometimes it works, sometimes not. It seems something in our environment. First I will do some further investigation.
Thanks for your reply.
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Hi Sam,
It seems to be an issue in our environment, after some changes now ok.
Reagrds,
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