HTML email notifications typically include clickable response links that recipients can use to select their response to an event. However, in some cases where the link does not exist or is otherwise unusable, a recipient may choose to respond 'manually' by including their response in the subject line or body of an HTML email reply back to xMatters. However, such responses made within the body of an HTML email may sometimes not be readable by xMatters and will fail.
To avoid this issue, have recipients click the available response links, or respond manually by typing their response choice in the subject line of an email reply to xMatters. Alternatively, email clients or servers can be configured to support only plaintext email messages for xMatters notifications.
JDN-3305 Originally created by Cameron Stewart