Sort out the email to ticket conversion process (removal of formatting and stripping of code)

Idea created by 6845573 on May 25, 2016
    Long term plan

    (Originally posted on 28, January 2015)


    Can I request that some attention is paid to the ticket creation by email routine? 

    1) We have been having some issues with the ticket creation routine stripping out code or html in tickets that have been created by email.

    Here's an example of what we received in Samanage

    Hi David
    I have compared the web.config file of uat and prod and this is the only
    The top one is UAT. Since the web site is listen on localhost, I suggest
    changing the line in prod to

    Cheers Detlef 

    As you can see, this is an extremely unhelpful message. We then had to contact the users and the external company to see if we could get emailed directly what the 'line in prod' needed to be changed to.
    In this instance the conversion routine has ripped out and replaced this code with a blank line:
    <add key="UserManagementURL" value="http://zzz.zzz.zzz.zzz/WebServices/WebUserAuthentication.asmx"; />

    2) The routine also seems to strip out regular carriage returns making reading of email trails difficult (except where it ignores code or html and replaces it with a carriage return/blank line)

    Here's an example that I have chosen at random and have depersonalised

    From: Dave person/org
    To: Maggie person/org, Brett person/org, John person/org
    Date: 28/01/2015 09:54 a.m.
    Subject: Re: Fw: Collected information from Web-shop feedback - Urgent I
    Hi All,
    I have e-mailed Org about this - I'll send an update that rebooting the server
    hasn't resolved it.
    From: jeff person/org
    To: dave person/org,
    Cc: Jim person/org, Tony person/org
    Date: 28/01/2015 09:21 a.m.
    Subject: Re: Fw: Collected information from Web-shop feedback - Urgent I
    Not from my end : (
    Org org
    1 address Drive, area PO Box 
    New Zealand
    From: Eloise person/org
    To: ORGNavHelp , person/org ,
    Cc: Gareth person/org, "Detlef person/org
    " , Hartmut person/org, Brent person/org
    Date: 28/01/2015 12:17 p.m.
    Subject: RE: SR-04135: Issues with User trying to log into Webshop
    Hi Dave,
    I can confirm that I?m getting the same error when I attempt to register a user.
    A couple of things that may assist with troubleshooting:
    Can you identify a test that you did on the production site that would have
    required a registration. And, if so, when would that have happened?
    The next step is determining what actions took place in between that test and
    the 27th of January?
    The resulting list of actions can be used as a tool to analyse what has changed
    and, therefore, what may have contributed to the critical error.
    I?ll take a look at the request types now, as compared to test, for any
    We cannot log on as host at the moment for the production site ? are you having
    the same problem? Or is it because we don?t have the current password to do
    From: OrgNavHelp
    Sent: Wednesday, 28 January 2015 11:56 a.m.
    To: David person/org
    Cc: Eloise person/org; Gareth person/org; Detlef person/org
    D+64 00 00 00 00  :: T+64 00 00 00 0F+64 00 00 00 0 :: M+64 00 00 00 0

    As you can see, the removal of formatting and blank lines makes this text block much harder to read the ticket. Note the subject line gets wrapped around needlessly, as does the email list (because the email address links have been removed)

    3) The routine further reduces the readability of the ticket due to it's moving of embedded images into attachments at the end of the ticket. If you have many images in a ticket (i.e. a user was screenshotting the process) it can be very difficult to follow. If you have a long email it can be difficult to follow, having to scroll to the bottom and back up again
    What problem will this feature solve?: