Sometimes mail can get stuck if the kbox mail handler is busy when the kbox is forcefully rebooted, or possibly due to corruption.

The symptom of this is that you are able to receive a confirmation email on new tickets submitted by email, but subsequent emails due to ticket modifications do not occur.

You can verify this behaviour with this FAQ:

You can usually resolve this by rebooting the kbox which will skip the stuck records. Use this rule when you are unable to resolve this by a reboot and / or you do not want to skip those records.

Tested in 5.1

Unzip the attachment and import it as a resource into your kbox

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