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After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

Migration User

Migration UserApr 03, 2012 02:30 PM

Thanks! steve

  • 1.  After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Mar 26, 2012 10:16 AM

    When I sent a email to a existing incident or create a new incident by email, all webparts on the right pane are missing in the process view.

    I can only work the incident by clicking on the green button under History.

    Only when I change the Default filter options by unchecking Comment View Level \Public before sending the emails, the web parts become visible.

    Default is also the Filters\Task checked. Is this correct?

     

    Can somebody help me out to solve this problem? 

    Thanks 

    Willem 



  • 2.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Mar 26, 2012 11:56 AM

    This is being caused by HTML in the email.  This article explains how to fix it.  http://www.symantec.com/docs/TECH183216.



  • 3.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Mar 27, 2012 09:00 AM
      |   view attached

    Thank you for your quick response.

    I changed the sd.email.monitor workflow and tested in our environment. Too bad is this not the solution for the problem I have. sad

    The Smart Tasks do disappear when I enable the Task Filter in History and the ticket is created or updated by a email. Also the History webpart is be corrupted at the back.

     

    Willem



  • 4.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Mar 27, 2012 12:43 PM

    The change to the SD.EmailMonitor will only fix it for any new tickets created from email, or new comments added via email.  For any existing tickets, you will need to go in the database and fix the comments.  The comments are stored in the ReportProcessComment table, in the Comment column.  I just removed the HTML from the comments for the tickets that had the problem.



  • 5.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Mar 29, 2012 06:11 AM

    Your posts pointed me to course of this problem. I ‘am aware of the fact that the change in the Workflows only affects the new incidents after the change is made. I think the syntax of our email (Open Text FirstClass 8) is not compatible with ServiceDesk. Unfortunately the sd.email monitor fix http://www.symantec.com/docs/TECH183216 doesn’t replace all off the unknown html tags. When I look in the database tables there are still several fields filled with a lot of html rubbish that the servicedesk can't process. Here 2 fields with current content in the DB: - dbo.task: field description:

    Diagnose New Incident: new incident for check sd view <?xml version="1.0" encoding="ISO-8859-1"?><br><!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"><br><html><br><head><br><meta http-equiv="Content-Type" content="text/html; charset=ISO-8859-1" /><br><title></title><br><style type="text/css"><br><!--<br>body{margin-left:10px;margin-right:10px;margin-top:10px;margin-bottom:10px;}<br>--><br></style><br></head><br><body marginleft="10" marginright="10" margintop="10" marginbottom="10"><br><font face="Candara" size="+0" color="#000000" style="font-family:Candara;font-size:12pt;color:#000000;">test met incident 100<br /><br><br /><br>Willem<br /><br><br /><br></font><br></body><br></html>

    - dbo.reportprocesscomment: field comment Contact: willem@pietjetpuk.com Title: user comment by email im-000100 Response: <?xml version="1.0" encoding="ISO-8859-1"?> <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <html> <head> <meta http-equiv="Content-Type" content="text/html; charset=ISO-8859-1" /> <title></title> <style type="text/css"> <!-- body{margin-left:10px;margin-right:10px;margin-top:10px;margin-bottom:10px;} --> </style> </head> <body marginleft="10" marginright="10" margintop="10" marginbottom="10"> <font face="Candara" size="+0" color="#000000" style="font-family:Candara;font-size:12pt;color:#000000;">addtional comment by email<br /> <br /> Willem Smit<br /> </font> </body> </html>



  • 6.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Broadcom Employee
    Posted Mar 29, 2012 08:24 AM

    Were these created before or after you implemented the fix/workaround from the article? The steps in the article only help with e-mails that come in after e-mail monitor project with these changes is published.

    Specifically, this issue is caused by <style > tags, I can see that both of the descriptions in your post have <style... in them.



  • 7.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Apr 03, 2012 08:52 AM

    These emails where sent after I implemented the fix/workaround.

    Today i tested another one, here is the result in the DB:

    <P>Diagnose New Incident: new incident from Open TeXT FirstClass email system &lt;?xml version="1.0" encoding="UTF-8"?&gt;&lt;br&gt;&lt;!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"&gt;&lt;br&gt;&lt;html&gt;&lt;br&gt;&lt;head&gt;&lt;br&gt;&lt;meta http-equiv="Content-Type" content="text/html; charset=UTF-8" /&gt;&lt;br&gt;&lt;title&gt;&lt;/title&gt;&lt;br&gt;&lt;style type="text/css"&gt;&lt;br&gt;&lt;!--&lt;br&gt;body{margin-left:10px;margin-right:10px;margin-top:10px;margin-bottom:10px;}&lt;br&gt;--&gt;&lt;br&gt;&lt;/style&gt;&lt;br&gt;&lt;/head&gt;&lt;br&gt;&lt;body marginleft="10" marginright="10" margintop="10" marginbottom="10"&gt;&lt;br&gt;&lt;font face="Candara" size="+0" color="#000000" style="font-family:Candara;font-size:12pt;color:#000000;"&gt;Test with email form firstClass.&lt;br /&gt;&lt;br&gt;For testing how data is coming the ProcessManager DB after being parsed bij sd.email.monitor&lt;br /&gt;&lt;br&gt;Is there something in the sd logs?&lt;br /&gt;&lt;br&gt;&lt;br /&gt;&lt;br&gt;&lt;/font&gt;&lt;br&gt;&lt;div style="text-indent:0px;padding-left:12px;padding-right:0px;margin-top:0px;"&gt;&lt;font face="Candara" size="+0" color="#000000" style="font-family:Candara;font-size:12pt;color:#000000;"&gt;Willem&lt;/font&gt;&lt;/div&gt;&lt;br&gt;&lt;div style="text-indent:0px;padding-left:12px;padding-right:0px;margin-top:0px;"&gt;&lt;font face="Candara" size="+0" color="#000000" style="font-family:Candara;font-size:12pt;color:#000000;"&gt;&lt;/font&gt;&lt;/div&gt;&lt;br&gt;&lt;/body&gt;&lt;br&gt;&lt;/html&gt;</P>

     

     



  • 8.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Broadcom Employee
    Posted Apr 03, 2012 09:53 AM

    My suspicion would be that the contents are already encoded/escaped (&lt; &gt;) and that's why the HTML removal fails.



  • 9.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Apr 03, 2012 10:34 AM

    Joshua

    Looking at the Tech183216 article, it mentions to use the attached SQL script, but it does not look like it is in the article.  Do you know if you have to contact support to obtain it (since it doesn't have the typical 'Please contact support' disclaimer in it )

    Thanks

    Steve

     



  • 10.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Apr 03, 2012 01:39 PM

    Steven,

    Last week the article was updated. Before the script was in the article.

    I think they have have forgotten to attach the script.

    Here is the script, I had it in my documentation:

     

     

     

     

     

     



  • 11.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Apr 03, 2012 02:30 PM

    Thanks! 

    steve

     



  • 12.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Broadcom Employee
    Posted Apr 04, 2012 05:15 AM

    You should not need to contact support for this.

    The script (slightly different from the one SmiWil posted) was added to the KB article as a file attachment but unfortunately the attachment was not set to be publicly shown. This has been fixed and the script should be there in the article (or if it is not there yet, it will be in a little while)



  • 13.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Apr 18, 2012 01:59 PM

    For those that have implemented this fix do you know if it strips out any embedded pictures in the emails? I had an issue today where one an email had some "bad" HTML in the body and when a worker tried to work it, it threw the no license error. I checked the logs and there were not license issues (not that those don't come up randomly but that's another issue) so it only pertained to this one ticket.

    I stripped the HTML from the incident and task description and it worked. Has anyone seen this issue before?



  • 14.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Broadcom Employee
    Posted Apr 20, 2012 11:11 AM

    I don't think we've seen it in this particular way. What kind of no license error? ServiceDesk has at least one error that references both licensing and permissions as the cause without specifying which one exactly.

    The script should strip out all HTML and leave only plaintext, AFAIK there is a number of ways picture can be embedded so there really is no single answer to that question. Sorry.

     

     



  • 15.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Jul 11, 2012 10:32 AM

    Has anyone looked at saving the original HTML message as an attachment prior to stripping it?  It is really annoying to lose all HTML functionality to make up for a limitation of the controls.



  • 16.  RE: After a email is assigned to a incident the Process View is missing all task webparts from the right pane. SD 7.1 SP2

    Posted Aug 09, 2012 06:56 PM

    I have followed the instruccion in the article but I get the same problem.

    This is the Attached Script

    string retVal = LogicBase.Framework.HTMLToTextConverter.ConvertToASCII(HTML, false, KeepLineBreaks, true);

    retVal = LogicBase.Framework.HTMLToTextConverter.ConvertToASCII(HTML, false, KeepLineBreaks, false);

    return retVal;

    I am using the C # language.