20.20.02.79.50: Hotfix 1 for Summer 20 Patch 2
The following issue is corrected in this hotfix:
If you map the email body with a Rich Text Format (RTF) field of incidents and do not specify keywords while mapping, changes applied to incident fields through a workflow, process builder, and flow are getting overwritten with the initial values of the fields.
This issue occurs for incidents that are created through emails.
If you do not want to apply the hotfix, see the workaround mentioned in Knowledge Article number 000374206 (Support logon ID required).