I haven't tried to update service calls by email earlier, but now that I'm testing this feature there seems to be a problem. When I send the update email, I get the confirmation "You updated service call". Then I open the service call, and the update that I sent is saved as an attachment to the service call, so the data in the service call fields doesn't update.
I though that email update should work the way that when I type in the email for example Description = something else, the description field should get that value. Have I understood the whole idea wrong or is there misconfiguration somewhere? Thanks for your help!
The problem seems to have something to do with plain text / HTML email format. I've had "HTML and plain text" in my email client's options this far, but now that I changed the option to "Plaint text only" the email doesn't go through at all. It gives now the following error:
The E-mail you sent has not resulted in the registration or update of a Service Call. - The following error(s) occurred: ---------------------------------------------
There's no error code or description of the error in the email.
Thank you Ruth and Mark, it seems that the email update works now after changing SMTP identifier back to default.
I'm still curious to know that does this change possibly affect to something else in the system, because as far as I know we've had Service Desk server address in SMTP identifier for a couple of years already, and haven't faced any problems related to it earlier. SMTP identifier setting seems to be skipped in Service Desk's installation guide, so do you know what is this setting exactly used for?