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Email format and Service Request

Josh_WinnJosh_Winn Customer IT Monkey ✭
Hello All
When someone replies to a ticket, the formatting of the email gets lost. So as an example if someone has a signature in their email, instead of being formatted like it would be in your email, all of the words are added to the paragraph line by line.

So when you reply, the original message and the reply are all together. How can I get the email replies to format correctly in the tickets?

Also, in the service manager client, you are able to convert an Incident Request into a Service Request, is this possible in the Cireson Web Portal? We have the license installed, but I have not been able to find this option.

Thank you in advance.

Best Answer


  • Josh_WinnJosh_Winn Customer IT Monkey ✭
    Thank you, where are the settings in your screenshot located?
  • Shane_WhiteShane_White Cireson Support Super IT Monkey ✭✭✭✭✭
    Hi @Josh_Winn

    If you have the exchange connector installed this can be located in the SCSM Console:

    Administration > Connectors > Then whatever your exchange connector is called but you will see which one it is by the Data Provider Name.

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