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Javascript in message templates causes reply detection to fail
Answer ID 10504   |   Last Review Date 01/14/2019

Why does having Javascript in a message template cause reply detection to fail?

Environment:

Service Email, Message Templates

Resolution

When Javascript is added to a message template, it can cause the email to be altered. When the contact replies to an incident response sent with Javascript in it, that reply can cause reply detection to fail meaning you will see all the previous threads of the incident. The solution to prevent this behavior is to remove any Javascript being used in your message templates.
 
For more information on reply detection, please see the following answer.

Reply Detection

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