Add a comment by replying to email not working from iOS Mail app
Asked by benish:

Email notifications from Bitbucket Issues end with "...add a comment by replying to this email."

It seems this is no longer working when the email is sent from the iOS Mail app. Myself and another person each tried to sent 2 different comments via iOS and none of them showed up.

It worked as expected when sending email from MacOS (default Mail app and MailMate).


Answers:
author: Patrik S
body: Hello [@benish](/t5/user/viewprofilepage/user-id/1807653) and welcome to the Community!

The comment will be added to the issue only when you reply to the original notification email received from Bitbucket.

I was able to reproduce this when replying to a previous reply in the thread. If you reply to a previous reply, the comment won't be added. You need to explicitly select the original notification email and reply to it instead of to the thread.

I hope that helps! Should you have any questions, let us know.

Thank you, [@benish](/t5/user/viewprofilepage/user-id/1807653) !  
Patrik S

comments: author: benish
body: Hi [@Patrik S](/t5/user/viewprofilepage/user-id/4603309),

All our tests were replies to an original notification email:

? Someone makes a comment  
? Bitbucket sends a notification about that comment  
? Someone else replies to that notification

For example:

? This one, from the Mail app on my Mac, worked: <https://go.benish.io/Bf5llqFj>  
? This one, from the Mail app on iOS, did not show up: <https://go.benish.io/9ZMPHRcq>

From a Mac, the replies showed up; from iOS they don't -- all those messages were replies to the original notification.

However, I don't really understand what you mean by "replying to a previous reply in the thread", so maybe I'm missing something? Are you talking about me sending another email by replying to my previous email reply (from my send mail) -- something like this: <https://go.benish.io/ryqxVNYy>  
I definitely didn't do that.

We're replying to notification emails that say "...add a comment by replying to this email", and it fails silently from iOS.


author: Patrik S
body: Hello [@benish](/t5/user/viewprofilepage/user-id/1807653) ,

thank you for adding the screenshots.

I haven't been able to reproduce this scenario across multiple attempts following the same steps you mentioned in your last comment.

I see the screenshots are back from August 21st, so I would be curious to see if this is still happening if you create a new issue under your repository and ask other user to try replying from iOS to the email notification they receive.

If that still doesn't work, it would be interesting to know:

* The version of your iOS
* Does it work if you use a different mail client on iOS, other than Apple's default?


author: benish
body: * Created a new issue in the same repo.
* Colleague replied from iOS Mail app and it didn't show up, same as before. Here are the email headers from that failed reply:  

      Content-Type: multipart/alternative;    boundary=Apple-Mail-67510C1D-AD64-45BB-A7C5-7DBF7D66A6B0Content-Transfer-Encoding: 7bitFrom: Quinn Comendant <quinn@strangecode.com>Mime-Version: 1.0 (1.0)Subject: Re: [Bitbucket] Issue #390: test bitbucket email reply (benish-design/anchor-nw)Date: Tue, 27 Aug 2024 18:56:29 -0600Message-Id: <DDD8085C-E0FD-4E95-A7AA-EBF583F518CC@strangecode.com>References: <issues-4a81259184f3d9070731eea494d954c6@bitbucket.org>In-Reply-To: <issues-4a81259184f3d9070731eea494d954c6@bitbucket.org>To: benish <issues-reply@bitbucket.org>

* I also tried to reply to a comment (which was submitted via the web) from iOS Mail app (latest version of iOS: 17.6.1), and it also did not show up. Headers:

```
Content-Type: multipart/alternative;
boundary=Apple-Mail-5AC6C2D7-E345-4796-8E03-AF86FC00E319
Content-Transfer-Encoding: 7bit
From: Scott Benish <scott@benishdesign.com>
Mime-Version: 1.0 (1.0)
Subject: Re: [Bitbucket] Issue #390: test bitbucket email reply (benish-design/anchor-nw)
Date: Tue, 27 Aug 2024 18:36:13 -0700
Message-Id: <6A8B715C-9EF1-4817-8E36-F45BC44A21D5@benishdesign.com>
References: <issues-4a81259184f3d9070731eea494d954c6/updated/23188009c3a24e1fa61bfde65220d404@bitbucket.org>
In-Reply-To: <issues-4a81259184f3d9070731eea494d954c6/updated/23188009c3a24e1fa61bfde65220d404@bitbucket.org>
To: Quinn Comendant <issues-reply@bitbucket.org>
```

* I tried replying via Outlook on iOS, and a comment appeared but it failed spectacularly in a different way by showing a bunch of HTML markup: <https://go.benish.io/7VhK3h9Y>


author: Patrik S
body: Hey [@benish](/t5/user/viewprofilepage/user-id/1807653) ,

thanks for sharing the logs.

I've conducted several tests on my personal workspace with 2 different iOS devices in the same version as yours (17.6.1)

Replies using both the Apple's Mail Client and Outlook's Client are correctly appearing as new comment on the issue tracker. Same happens when using the MacOS mail app.

The only difference between your email headers and the ones I found during my tests is the email provider (the tests were conducted using gmail and outlook).

In this case, I would recommend reaching out to your email provider to check if they are not applying any kind of change/operation in the email that would cause Bitbucket to not be able to recognize it.

Thank you, [@benish](/t5/user/viewprofilepage/user-id/1807653) !

Patrik S


author: benish
body: [@Patrik S](/t5/user/viewprofilepage/user-id/4603309)

Thanks for digging in to this some more. Very strange that it works for you but not for me, especially when it works from my Mac but not my iPhone (both my devices send email via the same outgoing mail server).

For what it's worth, my email provider is Liquid Web, which I'm pretty sure is just white-labeled Rackspace email. So it's a pretty mainstream provider.

My colleague who experienced the same issue uses MailChannels, so it seems to be happening with more that one popular email provider.

The emails are being sent and we're not getting any bounces, so it appears that Bitbucket is receiving them? Given that, it seems like the best next step would be to investigate the Bitbucket logs to determine why the failure is occurring. I've already shared the details of 2 different messages (from different senders) that failed.

Honestly, I don't have the time or desire to troubleshoot this for Bitbucket. If our email providers are adding something non-standard that is causing a problem for Bitbucket, that is something Bitbucket should work around or ask those providers about. We can't be the only ones using Rackspace or MailChannels and an iPhone.

Thanks,

Scott


Tags: bitbucket-cloud

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