MailLink unable to link to existing ticket

Hi,

In one case user has not been able to link email to a ticket, the screen looks like this when they try to do it.

It works well when they create a new ticket that way.

They have already uninstalled and reinstalled MailLink, but the problem persist. Also this is only happening with one user, on others it's working fine. There's also no errors in logfiles.

Any idea what could cause this?

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