Sometimes users are unable to raise tickets via Email
It has been reported by users that sometimes they are unable to create tickets via email. It is random issue and we have not seen any specific trend / pattern which may cause this. Upon deeper investigation, we found that possibly HTML contents of an email could be an issue.
If I understand correct, it is the depiction of HTML within HTML of the system that causes the problem and breaks the ticket due to which ticket is not generated even if email is processed.
However, I am still unsure with more details of what could be the issue. As it is a random issue it becomes difficult to diagnose, modify the workflow (if needed) and then test. It would be great if someone could advice / guide / refer me something that should be checked which would give us more information.