Ticket description formatting issues after being created via MailEater
Article ID: 453160
Updated On:
Products
Issue/Introduction
After upgrading to CA Service Desk Manager (SDM) 17.4 RU2+ or 17.5.x, tickets created via MailEater may exhibit formatting issues in the "Description" field. Symptoms include illegible text, missing or incorrect line breaks, and formatting inconsistencies that were not present in previous versions (e.g., 17.3).
Environment
Service Desk Manager 17.4 RU 2 to RU5
Service Desk Manager 17.5 GA
Cause
This occurs because newer versions of SDM introduced the html_description attribute, which changes how MailEater parses incoming email bodies compared to the legacy plain text parsing.
Resolution
Please contact Support to obtain the necessary debug fix (T51R300 for 17.4.5) to resolve this issue.
These changes and formal resolution for this behavior will be included in 17.4 RU6 and 17.5 RU1.
ETA for 17.4 RU6 - Q4 2026 (subject to change)
ETA for 17.5 RU1 - Q1 2027 (subject to change)
Additional Information
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