The Subject header is not the body

The subject is the list line

Subject is one header. A mail client may show it in the message list. That line is not the paragraphs in the body, and it is not a verdict from the gateway.

A subject can disagree with the body. The disagreement is something you record. It is not a reason to keep only the shorter line.

The body is a different part

The body is the text or HTML part. When the note says what the message said, the quote comes from that part. A subject that announces a payment, a reset, or a closed ticket does not put those words into the body.

If the saved copy has no body, leave the body blank in the note. Do not paste the subject into that blank.

Lines for the case file

Put Subject on one line and a short body quote on another. If you did not save the body, write that the body is not in this copy. Do not let one sentence stand for both.

Lab: a paid subject on an open invoice

A lab message shows Subject: Invoice paid. The plain body says the invoice is still open and no payment was recorded. A draft files one line: the message says the invoice was paid.

The note quotes the subject and the body sentence separately. The paid wording is the list line. The open-invoice sentence is what the body said. The draft line is replaced.

Subject: Invoice paid
body: The invoice is still open and no payment was recorded.
write: subject and body on separate lines
not: the message says the invoice was paid