Plain text emails are not processing correctly after applying RU2 in 17.4

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

After applying RU2 the maileater is not processing plain text emails correctly, it is adding earlier email text.

Steps:

-> Set up Maileater and rules.

-> Send a mail in plain text to create a ticket:

-> The ticket is created but the text is not correct, it will have forward messages of earlier emails as below:

-> All the tickets crated via maileater with plain text will have forward messages of earlier 

-> Incorrectly old email content is coming over.

Environment

Service Desk Manager 17.4 RU2

Resolution

This is a known issue that affects SDM 17.4 RU2 specifically. 

The mandatory test fixes that are available post RU2 can be applied which will address the given behaviour.