ServiceDesk

I have ServiceDesk 7.5 setup to create tickets from inbound emails and update existing tickets and the process seems work OK but the body of the emails seems to have all the line breaks removed so the information in the email just ends up in the ticket as one long line.

I am also trying to find a way to have it not import the history of any replies in the email if anyone knows of an easy way to do that.

There are some known problems with line breaks in processed e-mails. Some of the fixes were in the 7.5 fixes KB article but this sounds slightly different. I would definitely recommend bringing this up with Symantec Technical Support.

As for history of the replies, I really would not know where would one start with that. Different e-mail servers/clients tend to handle replies fairly differently making reply detection and management pretty difficult.

Every single Service Desk competitor is able to strip out the new text from an email reply and just import this, using various techniques. Even the old Helpdesk product did that very effectively, and as far as I weas aware managed to do this without having to put in special markers to help distinguish between new and old.

It is therefore not impossible and is an essential requirement. Added to this the new test should be added to the comment table and not the process event table.

Certainly a valid feature request and might be a good candidate for an idea: 

http://www.symantec.com/connect/endpoint-management/ideas