Re: HP Service Manager - HP Connect IT - email fetching Body Mail HTML format (233 Views)
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Advisor
Simonet
Posts: 16
Registered: ‎05-21-2013
Message 1 of 5 (375 Views)

HP Service Manager - HP Connect IT - email fetching Body Mail HTML format

[ Edited ]

Hello to all,
I have a scenario CIT fetching of email that opens a SM incident on per never read that corresponds to a specified standard.

The problem is that the BODY of the email is in HTML format.
The BODY is inserted into the ACTION field (description) of the incident appears open but with all HTML tags.

I'm looking for a way through the CIT, to format the BODY without HTML tags. As if it were text "interpreted."

Does anyone have any idea?

Thank you all,
Simonetta

 

P.S.: attachments: scenario

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Occasional Advisor
AsukaRosenthal
Posts: 6
Registered: ‎02-16-2012
Message 2 of 5 (329 Views)

Re: HP Service Manager - HP Connect IT - email fetching Body Mail HTML format

Hello,

 

CIT Email connector should be stripping HTML tags if the email body is in a proper html format, and as such, CIT doesn't have a function to strip html tags from your data.  I'm not certain why your email body retains the html tags...

You might want to open a support case so we may take a closer look.

 

Regards,

 

HP Support

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Occasional Advisor
yogesh15dd
Posts: 12
Registered: ‎10-15-2012
Message 3 of 5 (233 Views)

Re: HP Service Manager - HP Connect IT - email fetching Body Mail HTML format

Hi,

 

Even i have got the same issue, is this issue resolved?

 

Thank You

Yogesh

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HP Expert
Priya_B
Posts: 534
Registered: ‎10-25-2012
Message 4 of 5 (225 Views)

Re: HP Service Manager - HP Connect IT - email fetching Body Mail HTML format

What is the version of Exchange you have in here ?

 

There is a limitation within CIT that it does not parse HTML tags. You can see QCCR1E76920  in SSO.

 

I have seen this happening in Exchange server SP3

So for the same on Exchange Server SP3 , confirm that when the retrieval setting is set to Text either on CAS or recipient mailbox server, the html tags are not fetched by the email fetching connector. Please refer to the  knowledge article attached. KM - KM00777623 on SSO>

 

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Advisor
Simonet
Posts: 16
Registered: ‎05-21-2013
Message 5 of 5 (213 Views)

Re: HP Service Manager - HP Connect IT - email fetching Body Mail HTML format

Thanks Prya_b
for now I have worked around the problem with a shortcut.
Thanks for your time
Simonetta

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