Approval email was processed as an update to the parent reply email instead of an update to the approval email


Description

Why an approval / reply email was processed as an update to the parent Reply email instead of being processed as an update to the approval email . 


Cause

We identified that it’s because the "reply email" has the watermark only in the text/plain part and not in the text/html part.

The reply email is an email generated by mailto.approval template.HTML in the email sent:

Most email clients will create a text/plain and text/html version of an email, so that when an email arrives in the instance, we have both versions of the message data.



Resolution


Please note that mailto.approval template is what populates the mailto href link in the email.

The Sys Version for this is empty. It means this is an old Plain text editor.

As a result, the email body is in the 'message' field and not the 'message_html' field.

Please open the mailto.approval template and click on 'Switch to Rich HTML editor'. 

This will convert it to the latest version with the email body in the message_html field.