Issue Summary

A 1-star rating CSAT can be set unknowingly when customers use Outlook mail clients to reply to Jira Service Management mail notifications.

This is suspected to be caused by the URL checkers in users' mailboxes.

Steps to Reproduce

1. As a customer, create a Service ticket.
2. Wait for the agent to resolve the ticket so the resolved + CSAT survey is sent.

Expected Results

Customers can click on the stars to provide feedback to the agents.

Actual Results

URL checkers act on Outlook clients and end up adding a 1 or 2-star rating without the customer knowing.

Workaround

Currently, there is no known workaround for this behavior. A workaround will be added here when available

The previous bug already fixed: https://jira.atlassian.com/browse/JSDCLOUD-8770