Email format and Service Request

Josh_Winn

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.

Shane_White

Hi @Josh_Winn

If I am understanding what you mean I do not believe this is possible to get all the formatting to apply into the action log and this would need to be raised as a feature request. However it should attach the email to the ticket and this will have all the formatting.



In regards to Convert IR to SR this is also possible:
https://community.cireson.com/discussion/2415/convert-ir-to-sr

Thanks,
Shane.

Shane_White

Hi @Josh_Winn

If I am understanding what you mean I do not believe this is possible to get all the formatting to apply into the action log and this would need to be raised as a feature request. However it should attach the email to the ticket and this will have all the formatting.



In regards to Convert IR to SR this is also possible:
https://community.cireson.com/discussion/2415/convert-ir-to-sr

Thanks,
Shane.

Josh_Winn

Thank you, where are the settings in your screenshot located?

Shane_White

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.

Thanks,
Shane.