HTML email to Helpdesk not rendering properly

Article:TECH17589  |  Created: 2006-08-29  |  Updated: 2011-03-24  |  Article URL http://www.symantec.com/docs/TECH17589
Article Type
Technical Solution

Issue



When someone submits an incident into the Helpdesk via email that is formatted using HTML (versus plain text), Altiris cannot render the email properly (see example below):

Received in mailbox: HelpDesk@domain.com
From: user@domain.com
No plain text found in this message.
Message:
<html>

<head>
<title>New Incident Received</title>
<style>
    body
    {
        margin:0px;
        padding: 0px;
        font-size: x-small;
        font-family: verdana;
        color:dimgray;
        background: #F7FBFF;
    }
    a
    {
        color: blue;
        text-decoration: underline;


Environment



Helpdesk Solution 6.x


Cause



Helpdesk Solution does not convert HTML to plain text. Helpdesk Solution only asks the POP3 server for both a raw copy and a plain text copy of the email. If the POP3 does not provide a plain text version of the email, Helpdesk Solution just uses the raw copy of the email.


Solution



To make it so that HTML does not show in the tickets from an email, you will need to make changes on your
Mail server so that it will accept requests for plain text from Helpdesk inbox.

Below is an example on how to do this is for an Exchange Server 2003. For any other email software you will need to contact their support:

  1. In Exchange 2003 System Administrator, go to Organization > Administrative Groups > Organization Name > Servers > Exchange server name > Protocols > Pop3, right-click on Default POP3 Virtual Server, and choose Properties.
  2. Click on the Message Format tab, and make sure that MIME is selected and Provide message body as plain text is selected.

Note: If Exchange 2007 Service Pack 3 is used, the parameters changed that required for this format. Per Microsoft, if you required the earlier behavior of the Best body format option, modify the POP3 settings to use the HTML and alternative text retrieval option (see link to MS article below).

POP3 properties for the Altiris service accounts have been changed to HtmlAndTextAlternative and Use POP3 Protocol Default is set to false.

http://technet.microsoft.com/en-us/library/gg491244(EXCHG.80).aspx



Legacy ID



26305


Article URL http://www.symantec.com/docs/TECH17589


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