|
83110
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Link work item
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Link web pages and more
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Stoyan Tomov
raised this request
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83110
|
|
83111
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
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Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83111
|
|
83112
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Skip to:
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83112
|
|
83113
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Open Google Gemini (⌃X)
Tabs from other devices
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Open bookmarks (⌘B)
Skip to:
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Expand sidebar [
Expand sidebar [
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83113
|
|
83114
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
New Tab
Customize sidebar
Open Google Gemini (⌃X)
Tabs from other devices
Open history (⇧⌘H)
Open bookmarks (⌘B)
Skip to:
Top Bar
Top Bar
Sidebar
Sidebar
Main Content
Main Content
Expand sidebar [
Expand sidebar [
Switch sites or apps
Switch sites or apps
Go to your Jira homepage
Search, press enter to navigate to advanced search with your text query
Create
Create
Rovo Ask Rovo
Ask Rovo
Notifications
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
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Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
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DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83114
|
|
83115
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
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Sidekick SMS issue- edit summary, edit
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Stoyan Tomov
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Description
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83115
|
|
83116
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
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Add form
Add design
Add design
Create
Create
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Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83116
|
|
83117
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Open Google Gemini (⌃X)
Tabs from other devices
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Open bookmarks (⌘B)
Skip to:
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Expand sidebar [
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
Activity
Activity
All
All
Comments
Comments
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Atlassian Intelligence Summarise 2 comments
Summarise 2 comments
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Newest first
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Add internal note
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Reply to customer
Алл иссуес
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Visible to all users
More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
Internal note
Copy link to comment
on another look it turned out that text relays are created on both environments US and EU. So it always fails.
Add reaction
·
Edit
Edit...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83117
|
|
83118
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
New Tab
Customize sidebar
Open Google Gemini (⌃X)
Tabs from other devices
Open history (⇧⌘H)
Open bookmarks (⌘B)
Skip to:
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Expand sidebar [
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Go to your Jira homepage
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072...
|
Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83118
|
|
83119
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Link work item
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Link web pages and more
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Stoyan Tomov
raised this request
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83119
|
|
83120
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
Activity
Activity
All
All
Comments
Comments
History
History
Work log
Work log
Approvals
Approvals
Atlassian Intelligence Summarise 2 comments
Summarise 2 comments...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83120
|
|
83121
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83121
|
|
83122
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
New Tab
Customize sidebar
Open Google Gemini (⌃X)
Tabs from other devices
Open history (⇧⌘H)
Open bookmarks (⌘B)
Skip to:
Top Bar
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Main Content
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Expand sidebar [
Expand sidebar [
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Create
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Ask Rovo
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83122
|
|
83123
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Link work item
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Link web pages and more
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Stoyan Tomov
raised this request
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long....
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83123
|
|
83124
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83124
|
|
83125
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
New Tab
Customize sidebar
Open Google Gemini (⌃X)
Tabs from other devices
Open history (⇧⌘H)
Open bookmarks (⌘B)
Skip to:
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Expand sidebar [
Expand sidebar [
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83125
|
|
83126
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
New Tab
Customize sidebar
Open Google Gemini (⌃X)
Tabs from other devices
Open history (⇧⌘H)
Open bookmarks (⌘B)
Skip to:
Top Bar
Top Bar
Sidebar
Sidebar
Main Content
Main Content
Expand sidebar [
Expand sidebar [
Switch sites or apps
Switch sites or apps
Go to your Jira homepage
Search, press enter to navigate to advanced search with your text query
Create
Create
Rovo Ask Rovo
Ask Rovo
Notifications
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Help
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Settings
Settings
[EMAIL]
[EMAIL]
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Back
Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83126
|
|
83127
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
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Stoyan Tomov
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Description
Description
• Unsaved changes
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
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More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
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Linked work items
Linked work items...
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83127
|
|
83128
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Link work item
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Link web pages and more
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Stoyan Tomov
raised this request
via
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
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Atlassian Intelligence Summarise 2 comments
Summarise 2 comments
Newest first Newest first
Newest first
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Reply to customer
Reply to customer
All issues should be sorted out now.
All issues should be sorted out now.
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
Internal note
Copy link to comment...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83128
|
|
83129
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
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Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83129
|
|
83130
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
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Add form
Add design
Add design
Create
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Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
Activity
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All
All...
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83130
|
|
83131
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Sidekick SMS issue- edit summary, edit
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Description
Description
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
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Edit Root cause, edit
None
Attachments
Attachments
5
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Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png...
|
Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83131
|
|
83132
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Stoyan Tomov
raised this request
via
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
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blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
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All issues should be sorted out now. Successfully
All issues should be sorted out now. Successfully
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
Internal note
Copy link to comment
The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83132
|
|
83133
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
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blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
Activity
Activity
All
All
Comments
Comments
History
History
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Work log
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Approvals
Atlassian Intelligence Summarise 2 comments
Summarise 2 comments
Newest first Newest first
Newest first
Add internal note
Add internal note
Reply to customer
Reply to customer
All issues should be sorted out now. Successfully
All issues should be sorted out now. Successfully
Enhance reply
Enhance reply
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
Internal note
Copy link to comment
on another look it turned out that text relays are created on both environments US and EU. So it always fails.
Add reaction
·
Edit
Edit
·
Delete
Delete
More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
Internal note
Copy link to comment
The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
Add reaction
·
Edit
Edit
·
Delete...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83133
|
|
83134
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Sidekick SMS issue- edit summary, edit
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Description
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
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Edit Data Centre...
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83134
|
|
83135
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Sidekick SMS issue- edit summary, edit
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Description
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
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Edit Expected outcome
The text messages to be sent via email without failures
Severity level
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Edit Severity level
S2
Impact
Impact
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None
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None
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5
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image-20260513-072
619.png
13 May 2026, 10:42 am
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Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
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Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
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JY-20891 is done
JY-20891
Sidekick SMS issue
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All issues should be sorted out now. Successfully created text realy
All issues should be sorted out now. Successfully created text realy
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
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Lukas Kovalik
13 May 2026 at 12:55
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The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83135
|
|
83136
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Stoyan Tomov
raised this request
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83136
|
|
83137
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
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JY-20891
Sidekick SMS issue
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All issues should be sorted out now. Successfully created text relay
All issues should be sorted out now. Successfully created text relay
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
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Lukas Kovalik
13 May 2026 at 12:55
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The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83137
|
|
83138
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
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Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
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Edit Root cause, edit
None
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5
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Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
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Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
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Atlassian Intelligence Summarise 2 comments
Summarise 2 comments
Newest first Newest first
Newest first
Add internal note
Add internal note
Reply to customer
Reply to customer
All issues should be sorted out now. Successfully created text relay
All issues should be sorted out now. Successfully created text relay
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
Internal note...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83138
|
|
83139
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
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Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Link work item
Link web pages and more
Link web pages and more
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Stoyan Tomov
raised this request
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
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blocks
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
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Atlassian Intelligence Summarise 2 comments
Summarise 2 comments
Newest first Newest first
Newest first
Add internal note
Add internal note
Reply to customer
Reply to customer
All issues should be sorted out now. Successfully created text relay
All issues should be sorted out now. Successfully created text relay
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Enhance reply
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
Internal note
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
Internal note
Copy link to comment
The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
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Stoyan Tomov- edit Reporter
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Reward Gateway-Edenred
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83139
|
|
83140
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
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SRD-6848
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Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Stoyan Tomov
raised this request
via
Jira
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
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Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
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Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
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Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
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Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
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[SRD-6848] Sidekick SMS issue - Jira — Work
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jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83140
|
|
83141
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
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Sidekick SMS issue- edit summary, edit
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
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Edit Severity level
S2
Impact
Impact
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Edit Impact, edit
None
Root cause
Root cause
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Edit Root cause, edit
None
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5
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Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
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Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
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Reply to customer
Reply to customer
All issues should be sorted out now. Successfully created text relay and s
All issues should be sorted out now. Successfully created text relay and s
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
Internal note
Copy link to comment
The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83141
|
|
83142
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
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Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Stoyan Tomov
raised this request
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
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blocks
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
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Atlassian Intelligence Summarise 2 comments
Summarise 2 comments
Newest first Newest first
Newest first
Add internal note
Add internal note
Reply to customer
Reply to customer
All issues should be sorted out now. Successfully created text relay and sm
All issues should be sorted out now. Successfully created text relay and sm
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
Internal note
Copy link to comment
on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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·
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Edit
·
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
Internal note
Copy link to comment
The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83142
|
|
83143
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
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SRD-6848
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Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Link work item
Link web pages and more
Link web pages and more
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Stoyan Tomov
raised this request
via
Jira
Hide details
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
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DEPLOYED
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Atlassian Intelligence Summarise 2 comments
Summarise 2 comments
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Newest first
Add internal note
Add internal note
Reply to customer
Reply to customer
All issues should be sorted out now. Successfully created text relay and sm
All issues should be sorted out now. Successfully created text relay and sm
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
Internal note
Copy link to comment
The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
Add reaction
·...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83143
|
|
83144
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Description
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
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Edit Severity level
S2
Impact
Impact
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Edit Impact, edit
None
Root cause
Root cause
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Edit Root cause, edit
None
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Attachments
5
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Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
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Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
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blocks
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
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Atlassian Intelligence Summarise 2 comments
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Reply to customer
Reply to customer
All issues should be sorted out now. Successfully created text relay and sms
All issues should be sorted out now. Successfully created text relay and sms
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Enhance reply
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
Internal note
Copy link to comment
on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
Internal note
Copy link to comment
The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
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Edit
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Lukas Kovalik
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Stoyan Tomov- edit Reporter
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Edit Request Type, Report a bug selected, edit...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83144
|
|
83145
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83145
|
|
83146
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Tabs from other devices
Open history (⇧⌘H)
Open bookmarks (⌘B)
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
Activity
Activity
All
All
Comments
Comments
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History
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Work log
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Approvals
Atlassian Intelligence Summarise 2 comments
Summarise 2 comments
Newest first Newest first
Newest first
Add internal note
Add internal note
Reply to customer
Reply to customer
All issues should be sorted out now. Successfully created text relay and sms a
All issues should be sorted out now. Successfully created text relay and sms a
Enhance reply
Enhance reply
Save
Save
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
13 May 2026 at 12:55
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The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83146
|
|
83147
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Sidekick SMS issue- edit summary, edit
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Description
Description
• Unsaved changes
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
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Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
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Edit Root cause, edit
None
Attachments
Attachments
5
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Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83147
|
|
83148
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Stoyan Tomov
raised this request
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83148
|
|
83149
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue...
|
Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83149
|
|
83150
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Open Google Gemini (⌃X)
Tabs from other devices
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Open bookmarks (⌘B)
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Expand sidebar [
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by...
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83150
|
|
83151
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Sidekick SMS issue- edit summary, edit
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Description
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
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More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
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Atlassian Intelligence Summarise 2 comments
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All issues should be sorted out now. Successfully created text relay and sms activity with no error from
All issues should be sorted out now. Successfully created text relay and sms activity with no error from
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
More information about Lukas Kovalik
Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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Firefox
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[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83151
|
|
83152
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
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Add design
Create
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Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
Deployed - Change status
DEPLOYED
Unlink work item
Activity
Activity
All
All
Comments
Comments
History
History
Work log...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83152
|
|
83153
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
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Add form
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Add design
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Create
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Stoyan Tomov
raised this request
via
Jira
Hide details
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View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83153
|
|
83154
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
New Tab
Customize sidebar
Open Google Gemini (⌃X)
Tabs from other devices
Open history (⇧⌘H)
Open bookmarks (⌘B)
Skip to:
Top Bar
Top Bar
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Sidebar
Main Content
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Expand sidebar [
Expand sidebar [
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
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Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
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The text messages to be sent via email without failures
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Edit Severity level
S2
Impact
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None
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None
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5
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13 May 2026, 10:42 am
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Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
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JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
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is caused by
is caused by
JY-20891 is done
JY-20891
Sidekick SMS issue
Sidekick SMS issue
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All issues should be sorted out now. Successfully created text relay and sms activity with no error from EU.
All issues should be sorted out now. Successfully created text relay and sms activity with no error from EU.
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More information about Lukas Kovalik 15 May 2026 at 10:38 Internal note Copy link to comment
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Lukas Kovalik
15 May 2026 at 10:38
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on another look it turned out that text relays are created on both environments US and EU. So it always fails.
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More information about Lukas Kovalik 13 May 2026 at 12:55 Internal note Copy link to comment
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Lukas Kovalik
13 May 2026 at 12:55
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The issue for Scott is related to his email address. It looks up the sender email exactly as it appears in the email's
From
header. Since Scott sent from
rewardgateway.com
but his Jiminny account uses
edenred.com
, the lookup returned
null
, triggering the
REASON_CODE_SENDER_UNKNOWN
exception.
Scott's Jiminny account email
:
[EMAIL]
Email he sent from
:
[EMAIL]
In the PR related to the ticket I will add support for secondary email in this flow.
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Lukas Kovalik- edit Assignee
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Stoyan Tomov- edit Reporter
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Reward Gateway-Edenred
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Created
13 May 2026 at 08:42
Updated...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83154
|
|
83155
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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SRD-6848
SRD-6848
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Sidekick SMS issue- edit summary, edit
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Stoyan Tomov
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Description
Description
• Unsaved changes
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Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83155
|
|
83156
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Link web pages and more
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Stoyan Tomov
raised this request
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83156
|
|
83157
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Open Google Gemini (⌃X)
Tabs from other devices
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Open bookmarks (⌘B)
Skip to:
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Main Content
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Expand sidebar [
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png
image-20260513-072
944.png
13 May 2026, 10:42 am
image-20260513-072944.png — Download
image-20260513-072944.png — GoTo
Linked work items
Linked work items
Link a work item
Link a work item
blocks
blocks
JY-20915 is not done
JY-20915
Add environment-specific email domains for text relay to prevent duplicate processing
Add environment-specific email domains for text relay to prevent duplicate processing
Deployed - Change status
DEPLOYED
Unlink work item
is caused by
is caused by
JY-20891 is done
JY-20891...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83157
|
|
83158
|
Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
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Bug - Change work type
SRD-6848
SRD-6848
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Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
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Stoyan Tomov
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Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
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More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png...
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[SRD-6848] Sidekick SMS issue - Jira — Work
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jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
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83158
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83159
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Platform Sprint 5 Q2 - Platform Team - Scrum Board Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
[SRD-6848] Sidekick SMS issue - Jira
Pipelines - jiminny/app
Pipelines - jiminny/app
BE upgrade libraries
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
[JY-20613] Allow owner's role to be selected when setting up a trial - Jira
Text relay
Feed — jiminny — Sentry
Feed — jiminny — Sentry
CloudWatch | eu-west-1
CloudWatch | eu-west-1
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20915 fix missing header by LakyLak · Pull Request #12136 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
JY-20963 fix deleted object import by LakyLak · Pull Request #12121 · jiminny/app
Login | Salesforce
Login | Salesforce
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Jiminny\Exceptions\EmailActivityImportException: [Email Import] Failed for InboxEmail ID: 125695762: Error: Request failed — jiminny — app
Inbox (1,732) - [EMAIL] - Jiminny Mail
Inbox (1,732) - [EMAIL] - Jiminny Mail
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
[JY-20979] Resolve PHP 8.5.5 deprications - Jira
Jiminny
Jiminny
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Platform Sprint 5 Q2 - Platform Team - Scrum Board - Jira
Unnamed Group
Jiminny
Jiminny
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
[SRD-6881] [On demand] Transcription in saved search disappears - Jira
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Sona Subramanian at 27/05/2026, 17:46:08 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Iliyana Netseva at 27/05/2026, 18:48:18 - Session Replay - LogRocket
Jiminny
Jiminny
New Tab
Customize sidebar
Open Google Gemini (⌃X)
Tabs from other devices
Open history (⇧⌘H)
Open bookmarks (⌘B)
Skip to:
Top Bar
Top Bar
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Sidebar
Main Content
Main Content
Expand sidebar [
Expand sidebar [
Switch sites or apps
Switch sites or apps
Go to your Jira homepage
Search, press enter to navigate to advanced search with your text query
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Rovo Ask Rovo
Ask Rovo
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Settings
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[EMAIL]
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Bug - Change work type
SRD-6848
SRD-6848
Copy link
Previous work item ‘SRD-6881’
Sidekick SMS issue- edit summary, edit
Sidekick SMS issue
Sidekick SMS issue
Link work item
Link work item
Link web pages and more
Link web pages and more
Add form
Add form
Add design
Add design
Create
Create
Add app
Stoyan Tomov
raised this request
via
Jira
Hide details
Hide details
View request in portal
View request in portal
Description
Description
• Unsaved changes
Edit Description, edit
Hey team,
Scott de Zoeten from Reward Gateway-Edenred reached out to complain that he got an automated email stating that his SMS from the 10th of May was not sent to one of his prospects.
I tried investigating (via CloudWatch logs, Twilio messaging logs, Sentry, etc), but I couldn’t find any trace of his attempted reply to that prospect ([PHONE]).
To send the text message, he replied to the email he got when the prospect texted him first:
Open image-20260513-072619.png
And this is the email he got after replying to the email:
Open image-20260513-072433.png
Reportedly, the text message he tried sending was only two words long.
Mario and I performed a couple of tests, and despite receiving each reply via email, we both got the same emails as Scott, stating that the messages were not sent. Below are the failure messages and the result of our testing:
Open image-20260513-072900.png
Open image-20260513-072913.png
Open image-20260513-072944.png
I couldn’t help but notice that, unlike with Mario’s reply, my reply via email included my email signature by default, and this can significantly increase the size of the text message, but this shouldn’t be an issue if the SMS gets segmented when a certain threshold is reached, making it a so-called long SMS.
Can someone please check why we are always receiving these failure emails, even though the messages were sent, and of course, why Scott’s text message was not sent at all?
Data Centre
More information about
Edit Data Centre
US
Steps to reproduce
Steps to reproduce
More information about
Edit Steps to reproduce, edit
Start an SMS conversation with another Jiminny user and reply to each other via email.
Customer type
More information about
Edit Customer type
Enterprise
Actual outcome
More information about
Edit Actual outcome
With or without success the sender always receives a failure email
Expected outcome
More information about
Edit Expected outcome
The text messages to be sent via email without failures
Severity level
More information about
Edit Severity level
S2
Impact
Impact
More information about
Edit Impact, edit
None
Root cause
Root cause
More information about
Edit Root cause, edit
None
Attachments
Attachments
5
More actions for attachments
More actions for attachments
Open image-20260513-072913.png
image-20260513-072
913.png
13 May 2026, 10:42 am
image-20260513-072913.png — Download
image-20260513-072913.png — GoTo
Open image-20260513-072619.png
image-20260513-072
619.png
13 May 2026, 10:42 am
image-20260513-072619.png — Download
image-20260513-072619.png — GoTo
Open image-20260513-072433.png
image-20260513-072
433.png
13 May 2026, 10:42 am
image-20260513-072433.png — Download
image-20260513-072433.png — GoTo
Open image-20260513-072900.png
image-20260513-072
900.png
13 May 2026, 10:42 am
image-20260513-072900.png — Download
image-20260513-072900.png — GoTo
Open image-20260513-072944.png...
|
Firefox
|
[SRD-6848] Sidekick SMS issue - Jira — Work
|
jiminny.atlassian.net/jira/servicedesk/projects/SR jiminny.atlassian.net/jira/servicedesk/projects/SRD/queues/custom/37/SRD-6848...
|
83159
|