Infos:
From time to time, when the “reply to all” link is missing, despite the fact there are CC: addresses (as the TO/FROM/CC/SUBJECT is not displayed by default, it can lead to unkowlingly, and in a not wanted way, excluding people from the replies.
After some search, the only difference we see, is that the original email has the display name (the text that is not the email address itself) that includes spaces and is not between quotes or has strange double quoting.
- Used Zammad version: 6.5.0
- Used Zammad installation type: package
- Operating system: Debian 12
- Browser + version: Chrome (but it’s not a display issue)
Expected behavior:
- having “reply to all” each time there is more than one external email adress
Actual behavior:
- some aricles do have a CC field, but there is only “reply” and not “reply to all” butons, making it impossible (unless manually adding) to reply to all participants.
Steps to reproduce the behavior:
- it seems to happen when the display name has spaces, and is not or improperly quoted:
- SomeUser email@address : works (no quote, no space)
- “Some User” email@address : works (spaces, normal quoting with double quotes (")
- ‘Some User’ email@address : works (spaces, normal quoting with single quotes (')
- “‘Some User’” email@address : doesn’t work (spaces and strange nested quoting, with single quotes pair ( ’ … ’ ) inside a double quote pair ( " … " )
It smells like a parsing problem leading to the CC header not properly identifiying a “replyable” list of adresses.
(all cases are tickets created via real emails received, not via “create new email ticket” in the GUI interface)
Thanks