Service Desk Practitioners Forum
cancel

Losing some (all) information when opening Ticket via email.

Highlighted
Meine de Vries
Super Contributor.

Losing some (all) information when opening Ticket via email.

A ticket was created via an email message, but the message body did not appear in the ticket in the Information - Event Log field. Normally we do not have this problem. See attachment for email message, and server log.

Thanks,

Meine
3 REPLIES
Meine de Vries
Super Contributor.

Re: Losing some (all) information when opening Ticket via email.

Servicedesk 4.5 service pack 25.
The Pike
Acclaimed Contributor.

Re: Losing some (all) information when opening Ticket via email.

As you know, Service Desk accepts e-mail messages in plain text format, from what I could see, there is an inline attachment so the e-mail message is probably being sent in HTML format.

Have the user resend the message in plain text format and see what happens.

Also, you could have her include the *BEGIN and *END tags as specified in the Admin Guide.

Hope this helps.
Points are welcome.

The Pike
Meine de Vries
Super Contributor.

Re: Losing some (all) information when opening Ticket via email.

HP has a solution for it available in SP26.

ITSM009482

http://support.openview.hp.com/selfsolve/document/FID/DOCUMENTUM_ITSM009482

Thanks, everyone.

Meine