Issue Summary

We have identified an issue with JSM Email Integrations where certain inbound emails that have been forwarded (via another mailserver), are not processed correctly by the integration resulting in message delivery failure.

Steps to Reproduce

As the root cause is due to the way some mailservers perform email forwarding, we are not able to provide specific steps to reproduce this issue at this time.

Expected Results

The forwarded email is processed successfully (for example, a request is created or updated) according to the existing JSM email integration rules.

Actual Results

Email is not processed and the integration does not execute successfully.

Workaround

There is no workaround for this issue at the present time.