PSA: Rich Text: An errant Ticket Update Email is being sent to customers when a image is rendered on the ticket causing confusion

Known Issues
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Subject : PSA: Rich Text: An errant Ticket Update Email is being sent to customers when a image is rendered on the ticket causing confusion

Description of Issue : We have identified cases where the Ticket Update Email that is being sent out to customers is not recognizing images causing confusion

URL where error occurs :

Affected Objects Listed : Ticket Update Email

Steps to Reproduce :

  1. Have Rich Text rolled out
  2. Have a customer send an email that contains at least one image in to your mailbox
  3. A ticket will be created and a email notification will go to the customer as expected
  4. Once the image renders, a second email is sent to the customer in the form of a Ticket Update Email.

Next Steps : The issue is being worked on by the dev team