ServiceDesk

Hello All

Having a problem with ServiceDesk 7.1 SP2 and the Description field.

When an incidnet is opened via the ServiceDesk Portal New Incident procedure the incident is open and the Description field contains what the user entered exactly.

See attachment "no extra lines.png"

But when the same information is set via email to ServiceDesk it seems to be inserting blank line in the decription field

See attachment "extra lines.png"

Any ideas on why this is happening and how to correct it is possible?

Thanks for any ideas.

Richard

My guess is that this is being caused by HTML formatting being added by the email client.  You can take a look at the description in the database to see exactly what is going on.  Just run this query:

 select process_id, incident_description
from [ProcessManager].[dbo].[ServiceDeskIncidentManagement]
where process_id='IM-001344'

If the problem is with the formatting coming from the client, you can try converting the email body to text in the SD.Email.Monitor project in the ProcessMessage model, using an HTML to Text Converter component.