Maileater does not create new tickets with value of the parameter in the mail body.

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Article ID: 19467

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

When the mail that is the HTML format is sent to the maileater, the mail body will be ignored. It is necessary that the plain-text mail is sent for the email generation. This behavior is a design.

Page 429 in the Administration guide explains as follows.

"Note: The Mail Eater does not support emails in the RTF or HTML-only formats."

And page 426 in the Administration guide explains as follows.

"Incoming messages that are sent HTML-only, without a plain-text version included, lose their message body. If the message matches any mailbox rule filters with an empty message body, a ticket can be created with an empty Description, or with the quoted message subject as the entirety of the ticket description."

Environment

Release: UAPMAC990JPP-12.6-Asset Portfolio Management-Asset Configuration
Component: