RESOLVED: PSA: Rich Text: Additional Errant Email being sent unexpectedly

Other
,
1

RESOLVED as of 6/12/2023

Title: PSA: Rich Text: Additional Errant Email being sent unexpectedly.

Subject: Identified cases where an errant extra Ticket Update Email will be sent when an image completes processing

Description of Issue: We have identified cases where an additional Ticket Comment Update email can be sent when an image completes processing.

URL where error occurs: /tickets/id

Affected Objects listed: Ticket Comments

Steps to Reproduce:

  1. An inbound email containing an image converts to a ticket and sends a Auto response as expected.
  2. The image will process on the Ticket Comment
  3. At process completion under certain scenarios, an additional Ticket Comment Update Email is triggered.

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

1 Like