ThanksPike; My environment isas follows: I haveinstalledHPSERVICEDESK4.5SPK13. I havemultiple accounts thatgeneratetickets,they always havedone,has not changedanything andhave these problems: A.-When forwardingmailfrom an account withmailsigningthe ticketimage is createdbut the fieldinformation (mail body) becomesempty. 2.- Ifsentfroman account withoutsigningif you complete theinformationfield. 3.-Screensattachedwhich showsthe tool in thehistoryfield.
Thank you very muchfor your supportand I hopeIcan support. Sorry formy EnglishI speak Spanish
That's definitely more information but there is still more you could add, for example, showing how things work correctly under different conditions and most importantly: include the log file entries pertaining to the e-mail messages you are showing in the screenshots.
For now, let's see if I understand correctly: any e-mail sent without signature correctly maps the body of the e-mail to the Information field of the History Line. However, e-mail messages sent with a signature (and image) do not map the body of the message to the information field.
If the above is correct, then you need to be aware that Service Desk supports Plain Text format only. Inline attachments such company logos or other images in signatures are not supported.
There might be a couple of workarounds but before I write any more, tell me if I have understood this correctly. Also, consider giving kudos to this reply if helpful.