Missing Customer Replies

[Darren]

Can anyone help me with this intermittent problem?

We have a ticket with several customer replies and I issue a reply to them. They get back to us - except the reply never gets into the ticket.
The mail parser logs show the server picking up the ticket and passing it to index.php.
We've checked the database and the reply is not there either.
We had the customer forward their sent message to my work email address and the email was setup fine - correct email address, subject, etc.
And since, the customer has replied to the ticket successfully!

What is going on?

And by the way, when investigating this, we found out that the swparserlogs table is emptied whenever a new email is received so that it only shows the latest parsed email in the log!

Is this configurable in any Admin setting?

[Merit]

Originally Posted by Darren

And by the way, when investigating this, we found out that the swparserlogs table is emptied whenever a new email is received so that it only shows the latest parsed email in the log!

Is this configurable in any Admin setting?

Might be related:

Parser log cleared / deleted early