Maileater tickets indentation are incorrect in Service point and Xflow.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Tickets which are created through maileater are displayed incorrectly in servicepoint and XFlow once they are updated through Web-Interface. 
Steps to replicate the issue: 
1:  Create an incident via email (maileater)
2:  In this situation pdm_extract description and html_description from the created incident.
3:  Edit the ticket by updating any field Ex: Group, Save the changes.
4: SAVE.
5: In this situation pdm_extract description and html_description again.

Environment

Release: CA Service Desk Manager 17.4.x.

Cause

Service Desk utilizes various interfaces, such as Maileater and SOAP/REST, to create tickets by sending HTML content within the html_description field. These interfaces all use a Java-based HTML parser.

 

In contrast, the Service Desk user interface displays HTML content using CKEditor, which has its own built-in parser.
To resolve this, code changes were implemented to no longer solely rely on the default source element, but instead to check if the user had actively made modifications within the CKEditor window.

Resolution

Resolution to this case is addressed by a point fix. 

Request to reach support team for further assistance.