How to prevent part of email header from being removed

Question

How to prevent part of email header from being removed

Marko Fazekaš 1

Hi everyone,

We have issue with replies between Jira and our mailbox. When I reply back to Jira ticket, part of the email header is removed and that part contains Jira ticket number which causes creation of new ticket on every reply.

This only happens with my office365 (company) account while my personal (outlook.com) account works fine. Is there a way to fix that?

Part of the header that is removed and that contains Jira ticket number is: In-Reply-To: <some jira infomation inside>

Thank you all in advance

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Answer 1

Yuki Sun-MSFT 41,451 Moderator

Hi @Marko Fazekaš ,

Part of the header that is removed and that contains Jira ticket number is: In-Reply-To: <some jira infomation inside>

Based on my research and test, the "In-Reply-To" header would appear when I reply to a message without changing the message subject. But if the subject is manually modified when replying, seems like the reply won't be included in the same thread as the original message, and there are no "In-Reply-To" or "Reference" header:

So could you check if the message subject was modified when replying in your scenario? If this is the case, try keeping the message subject and see if it helps.

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Marko Fazekaš 1 Reputation point

2021-10-22T17:53:12.877+00:00

Hi @Yuki Sun-MSFT ,

I haven't amended subject in my test and it was still missing In-Reply-To when replying from my office 365 account.
On the other side even if I amend subject on my outlook account, In-Reply-To was still included.
Have you used office 365 account while testing this?
Yuki Sun-MSFT 41,451 Reputation points Moderator

2021-10-25T10:07:51.023+00:00

Hi @Marko Fazekaš ,

Have you used office 365 account while testing this?

Yes, the account I used was an Office 365 account which uses the Exchange Online service:

May I know if the issue is only affecting your mails replied to Jira? How about replying to other senders?
Yuki Sun-MSFT 41,451 Reputation points Moderator

2021-10-29T02:38:14.617+00:00

Hi @Marko Fazekaš ,

Just checking in to see how things are going on with this issue. Have you had a chance to see if it also affect emails sent from others?
Marko Fazekaš 1 Reputation point

2021-10-29T07:42:16.16+00:00

Hi @Yuki Sun-MSFT ,

Sorry, I was away for a while and didn't had time to test it.
I will do my best to test it as soon as possible.
Yuki Sun-MSFT 41,451 Reputation points Moderator

2021-11-01T06:41:31.463+00:00

Hi @Marko Fazekaš ,

No problem. Just have a check at your convenience.
Marko Fazekaš 1 Reputation point

2021-11-08T11:24:30.82+00:00

Hi @Yuki Sun-MSFT

I have tested replies to other emails and it still removes In-Reply-To as soon as subject is amended.
I need to amend subject because one of the emails is used for ticketing system.
So it looks like this:
I create a ticket called Issue in our system.
When I send it to Jira (partner) it is sent with subject: Issue [Ticket 12345]
When partner replies from Jira subject is amended to: JIRA-123 Issue [Ticket 12345]
Our ticketing system amends our next reply to original subject and removes JIRA 123 part which causes creation of new ticket on each reply we have sent back to Jira/partner.
When I do same thing from my @harsh.com .com account I don't have that issue since In-Reply-To remains even if I amend the subject on each reply.
Yuki Sun-MSFT 41,451 Reputation points Moderator

2021-11-09T02:54:24.42+00:00
Hi @Marko Fazekaš ,

Thanks for sharing the update. But I'm still a little confused about the whole process and how your email account is involved. Below are my understanding about the information provided, would you have a check and see if there are any misunderstandings?

The original mail is sent from your email account yo Jira with subject: Issue [Ticket 12345].

A reply to the original mail is sent back from Jira to you, the Subject is amended to : JIRA-123 Issue [Ticket 12345]. (As the subject is amended, so per my understanding, this reply message doesn't have the In-Reply-To header.)

You reply to the mail with the subject JIRA-123 Issue [Ticket 12345], and the subject of your reply is amended back to "Issue [Ticket 12345]" by your tickecting system. (Still no In-Reply-To header due to the amendment of the subject.)

And when it comes to your test using the outlook.com account, do you mean when the email account is replaced with yout personal outlook.com acocunt, you can see the In-Reply-To header in the last reply to Jira? I tried testing using the steps mentioned in my initial reply, but the results are consistent, that is, when the subject of a reply is modified, there's no In-Reply-To header when the reply is received.

Feel free to let me know if I've misunderstood anything.
Marko Fazekaš 1 Reputation point

2021-11-09T12:35:04.26+00:00

@Yuki Sun-MSFT
2.A reply to the original mail is sent back from Jira to you, the Subject is amended to : JIRA-123 Issue [Ticket 12345]. (As the subject is amended, so per my understanding, this reply message doesn't have the In-Reply-To header.) -What is important to us is In-Reply-To added by Jira, since our reply subject is amended when I send reply to Jira, only way Jira can know is from In-Reply-To header information

3.You reply to the mail with the subject JIRA-123 Issue [Ticket 12345], and the subject of your reply is amended back to "Issue [Ticket 12345]" by your tickecting system. (Still no In-Reply-To header due to the amendment of the subject.)-That is my issue. I would understand that it behaves the same with both company and outlook accounts, but it doesn't. With outlook account I can amend subject each time totally different, reply back to Jira, it still keeps Jira's In-Reply-To

And when it comes to your test using the outlook.com account, do you mean when the email account is replaced with yout personal outlook.com acocunt, you can see the In-Reply-To header in the last reply to Jira? I tried testing using the steps mentioned in my initial reply, but the results are consistent, that is, when the subject of a reply is modified, there's no In-Reply-To header when the reply is received.-We are using helpdesk email address, I used my own email address for testing and behaviour is the same. I have created account on Jira and testing it with my company account and with my personal account. Behaviour is different and I only have issues with my company account
Yuki Sun-MSFT 41,451 Reputation points Moderator

2021-11-11T02:08:55.083+00:00

What is important to us is In-Reply-To added by Jira, since our reply subject is amended when I send reply to Jira, only way Jira can know is from In-Reply-To header information

Thanks @Marko Fazekaš for the clarifications. So it looks like the main difference in our test procedure is the In-Reply-To header added by Jira. Then sorry that I myself am not familar with Jira and not able to test further using the exactly same steps as yours which involves Jira. As per your concern about the different behavior between the Microsoft 365 account and personal outlook.com, I've tried searching around but hardly found useful information stating this.

Given current situation, personally I'd recommend trying to contacting the support to Jira as well, see if they have receive similar reports from Microsoft 365 account users and whether there's any suggestions for this. Should you have any findings or there's anything else I can help from the perspecitve of Exchange server side, feel free to post back.
Marko Fazekaš 1 Reputation point

2021-11-24T09:58:56.71+00:00

@Yuki Sun-MSFT
That is the whole point why I started this tread :)
It is not related to Jira since In-Reply-To is removed by Microsoft when I send reply, and only with office 365. Jira can't fix Microsoft from removing it :D
I thought that there might be a solution for this, I am probably not the only person that has issue like this.

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How to prevent part of email header from being removed

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