Email Contents/Body Not Appearing in Elite
Refer to Support
🐛 Possible Bug - Email Contents showing in Postmark, but not in Elite
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Environment Observed
- Where was the issue observed? NA
- Account Name - Herberger Theater Center
- Account ID - account-3216-A
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Is this a converted account?
- No
- Date Converted (if known)
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Issue Scope
- How widespread is the issue? One customer
- Event Name - FFL - Viva Mexico
- Event ID - event-10050-A
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Was the issue reported by the client?
- Yes
- Client Contact Name - Tiffany Owen
- Client Contact Email (if yes) - towen@herbergertheater.org
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What’s the problem?
- Emails being sent with the Elite/Postmark address on it and are showing in Elite but have no contents from the body of the email and additional sent info missing
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Is the issue reproducible?
- No
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If reproducible, where?
- Unable to reproduce as appears to be specific to their Elite Instance and Postmark setup
- Demo/Staging/Pitstop Account
- Demo/Staging/Pitstop Event ID
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Steps to reproduce the issue
- Unable to reproduce
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Expected behavior
- email contents to display in Elite
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Troubleshooting steps already taken
- Attempted sending emails with various attachments but unable to copy their email setup locally
- verified emails are showing in Postmark and that the return email was attached (Elite <4ba774483fca900bde0b37bab09d8536+N2RhZjA3ZTczN2Q1NGRhMjkzZDBiNjc1MzAzYjM2OWQmYWNjb3VudC0zMjE2LUE=@inbound.postmarkapp.com>)
- verified their domain does have DKIM verified in Postmark
- The first correspondence from mariachinuevafusion@gmail.com on Feb21 does show in Elite, but all correspondence after has no content
- Client also confirmed text is showing in the Outlook email received, just no content in Elite.
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Workaround identified?
- No
- They do see an email record in Elite, there is just no content and they can view the content in their Outlook email.
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Attachments available?
- Screenshots or videos: Included
ORIGINAL W/ CONTENT
FOLLOW UP W/ NO CONTENT
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Elizabeth Fox This sounds like a bug?
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For some additional context, I have asked the client for additional examples of this happening, but so far they havent provided any additional examples. They did provide another of an email not appearing in Elite, but that is because the return/postmark email was in the CC field instead of the To field.
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It's hard to say if this is a bug, given there are no other examples and we cannot reproduce it. I'm not totally sure how the team would trace this to investigate it further. You can raise it for dev investigation if you all have done all the troubleshooting possible. I'd just ask that any and all troubleshooting be listed in the ticket so that the team can review it with all of the context (they do not have access to ZD or Documentus). cc Kristi Miles
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Luke Mintert let's go ahead and put this in and have engineering say yay or nay. Please make sure to include all the troubleshooting steps in the case sent over to Jira.
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