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This has been happening for about the last week, so I'm guessing it is an issue with the latest 7.3 release (which we really, really like by the way).

This is only happening on some cases and we are still trying to figure out the difference, but I thought I'd go ahead and throw it out there.

When we receive an email to our support address, it goes into FogBugz. We then reply and all is good. In the last week though, our support address has started getting added to the cc line when we reply. It doesn't happen every time. I'll try to figure out why that is, but in the meantime, I thought I'd throw this out there in case others were seeing this behavior too.

Updated: I think the issue has to do with the case of the email that they email to. In other words, when the e-mail to us with all lower case (support@estatesales.net), it puts it in the cc line. If they email to us with the casing like we have it in admin (support@EstateSales.NET), it works correctly and does not put it in the cc line.

Case FC1898072

edited May 18 2010 at 15:53

adambox♦♦
20.9k●14●46

asked May 18 2010 at 15:26

Micky McQuade
57●4

adambox · Accepted Answer · 2010-05-18 15:51:58Z UTC

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This is a known issue that is happening for some customers since the upgrade to 7.3. We are actively working on a fix in the case noted above. If you need immediate assistance, please contact us directly.

answered May 18 2010 at 15:51

adambox♦♦
20.9k●14●46

	Thanks Adam, did you see my update regarding the case of the email? – Micky McQuade May 18 2010 at 15:53
	Is the capitalized version the way it appears in the Admin -> Mailbox setup? Could you send us an email to help you work on this issue? customer-service@fogcreek.com – adambox♦ May 18 2010 at 15:55
	Yes, the capitalized version is the one that is setup in Admin. That's what made me think that maybe you all where comparing it with case-sensitivity instead of case-insensitivity. Yes, I'll email you with two different FogBugz cases to look at. – Micky McQuade May 18 2010 at 16:06
	We're seeing this one as well, Adam -- let me know if you'd like any additional information (email headers, etc.). – Ken Morse♦ May 19 2010 at 14:12
	Micky, looks like engineering has confirmed that case-sensitivity is a bug (it will be fixed) – adambox♦ May 19 2010 at 14:23

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Tony · Answer 2 · 2010-10-20 01:09:21Z UTC

0

I have this behavior occurring in Version 8.0.26 (DB 767, Build 2284) was there ever a fix for this?

answered Oct 20 2010 at 1:09

Tony
1

	In my case, I was seeing this when an email came in to support@example.com, but my email box was set up as support@Example.com (notice the case difference). I am using OnDemand which is at version 8.0.32H (DB 767, GEN 850, Build 2333) and haven't seen the problem back. – Micky McQuade Oct 20 2010 at 13:02
	It is likely that your mailbox is setup as `support@example.com` but you haven alias like `service@example.com.` To prevent the alias from being added to the CC field, go to `Admin -> Mailboxes` and add the other address and FogBugz will stop CC'ing it. – Rob Sobers Oct 22 2010 at 13:44

To Email Getting CC’d on Replies (Not all the time)

2 Answers