Thank you for notifying us of your issue. We are looking into this now. We are wondering if the missing email ticket was submitted before or after the user account was created? The timing of this might help us identify what is happening to cause your issue. 

Hi Eric,

thanks for getting back to me.  The scenario that I have is after user creation.  I created a user via the portal, and opened one ticket via the portal and one via email to the email account connected to our ST installation.  The portal ticket shows up when I click tickets in the portal, but the email ticket doesn't.  I think I've found the source of the issue.  I initially created the user account with "UserName" set as "firstname.lastname@company.com" with the same email address.  Our mail server sends mails with the sender written as "Firstname.Lastname@company.com".  Curiously, I deleted the initial user account that I had created, and created a new one with "UserName" and "Email" set to "Firstname.Lastname@company.com" and now (without changing any other settings), both tickets show up.  The query is probably using a "to lowercase" in order to find tickets which would explain why one scenario works and the other doesn't.  Given the second user account was created AFTER the tickets were created, and both tickets are shown, I think it's safe to say that the order in which users/tickets were created is not the issue.

Hey, Kieran

 

I'm changing this to resolved and it does look to be fixed in the upcoming minor release. Thanks for pointing it out.