Service desk loses commentator information when comment received by email

Summary

When ticket created via email, we can see "Created a while ago by person@server.com via GitLab Support Bot" string near the issue status. But when someone replies to existing issue, we can only see "GitLab Support Bot @support-bot" as a commentator. No name, no email address could be found on issue comment.

Steps to reproduce

Create a ticket to service desk via email. Reply to 'welcome email' to do a comment. See the result in GitLab.

What is the current bug behavior?

No email commentator information stored in issue comment.

What is the expected correct behavior?

At least commentator email address shold be parsed, stored and displayed.

Relevant logs and/or screenshots

Expand for output related to GitLab environment info

$ sudo gitlab-rake gitlab:env:info

System information
System:         Ubuntu 20.04
Current User:   git
Using RVM:      no
Ruby Version:   2.7.2p137
Gem Version:    3.1.4
Bundler Version:2.1.4
Rake Version:   13.0.3
Redis Version:  6.0.14
Git Version:    2.32.0
Sidekiq Version:5.2.9
Go Version:     go1.13.8 linux/amd64

GitLab information
Version:        14.1.2
Revision:       8c67b499146
Directory:      /opt/gitlab/embedded/service/gitlab-rails
DB Adapter:     PostgreSQL
DB Version:     12.6
URL:            http://gitlab.nes.ru
HTTP Clone URL: http://gitlab.nes.ru/some-group/some-project.git
SSH Clone URL:  git@gitlab.nes.ru:some-group/some-project.git
Using LDAP:     yes
Using Omniauth: no

GitLab Shell
Version:        13.19.1
Repository storage paths:
- default:      /var/opt/gitlab/git-data/repositories
GitLab Shell path:              /opt/gitlab/embedded/service/gitlab-shell
Git:            /opt/gitlab/embedded/bin/git

Results of GitLab application Check

Expand for output related to the GitLab application check

$ sudo gitlab-rake gitlab:env:info
System information
System:         Ubuntu 20.04
Current User:   git
Using RVM:      no
Ruby Version:   2.7.2p137
Gem Version:    3.1.4
Bundler Version:2.1.4
Rake Version:   13.0.3
Redis Version:  6.0.14
Git Version:    2.32.0
Sidekiq Version:5.2.9
Go Version:     go1.13.8 linux/amd64
GitLab information
Version:        14.1.2
Revision:       8c67b499146
Directory:      /opt/gitlab/embedded/service/gitlab-rails
DB Adapter:     PostgreSQL
DB Version:     12.6
URL:            http://gitlab.nes.ru
HTTP Clone URL: http://gitlab.nes.ru/some-group/some-project.git
SSH Clone URL:  git@gitlab.nes.ru:some-group/some-project.git
Using LDAP:     yes
Using Omniauth: no
GitLab Shell
Version:        13.19.1
Repository storage paths:

• default: /var/opt/gitlab/git-data/repositories GitLab Shell path: /opt/gitlab/embedded/service/gitlab-shell Git: /opt/gitlab/embedded/bin/git dpetrov@ubuntu:~$ sudo gitlab-rake gitlab:check SANITIZE=true Checking GitLab subtasks ...

Checking GitLab Shell ...

GitLab Shell: ... GitLab Shell version >= 13.19.1 ? ... OK (13.19.1) Running /opt/gitlab/embedded/service/gitlab-shell/bin/check Internal API available: OK Redis available via internal API: OK gitlab-shell self-check successful

Checking GitLab Shell ... Finished

Checking Gitaly ...

Gitaly: ... default ... OK

Checking Gitaly ... Finished

Checking Sidekiq ...

Sidekiq: ... Running? ... yes Number of Sidekiq processes (cluster/worker) ... 1/1

Checking Sidekiq ... Finished

Checking Incoming Email ...

Incoming Email: ... Checking Reply by email ...

IMAP server credentials are correct? ... Checking gitlab@nes.ru yes Init.d configured correctly? ... skipped MailRoom running? ... skipped

Checking Reply by email ... Finished

Checking Incoming Email ... Finished

Checking LDAP ...

LDAP: ... Server: ldapmain not verifying SSL hostname of LDAPS server LDAP authentication... Success LDAP users with access to your GitLab server (only showing the first 100 results) User output sanitized. Found 100 users of 100 limit.

Checking LDAP ... Finished

Checking GitLab App ...

Git configured correctly? ... yes Database config exists? ... yes All migrations up? ... yes Database contains orphaned GroupMembers? ... no GitLab config exists? ... yes GitLab config up to date? ... yes Log directory writable? ... yes Tmp directory writable? ... yes Uploads directory exists? ... yes Uploads directory has correct permissions? ... yes Uploads directory tmp has correct permissions? ... skipped (no tmp uploads folder yet) Init script exists? ... skipped (omnibus-gitlab has no init script) Init script up-to-date? ... skipped (omnibus-gitlab has no init script) Projects have namespace: ... 2/1 ... yes 6/2 ... yes 7/3 ... yes 7/4 ... yes 7/5 ... yes 12/6 ... yes 2/7 ... yes 2/8 ... yes Redis version >= 5.0.0? ... yes Ruby version >= 2.7.2 ? ... yes (2.7.2) Git version >= 2.31.0 ? ... yes (2.32.0) Git user has default SSH configuration? ... yes Active users: ... 8 Is authorized keys file accessible? ... yes GitLab configured to store new projects in hashed storage? ... yes All projects are in hashed storage? ... yes

Checking GitLab App ... Finished

Checking GitLab subtasks ... Finished