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Incident ticket removes format of email from Outlook

Created: 04 Feb 2014 | 5 comments

When submitting an email as an incident to ServiceDesk, the format of the incident in the process view is perfect.

Once the incident is worked on, the email in the history loses its formatting and the result is one line, no breaks.

What is the solution to retain the format?

Operating Systems:

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Justin Dybedahl's picture

Is this a ticket submitted through email monitor or is this from copying and pasting into a text field within the incident creation forms?

Justin Dybedahl's picture

When you are referring to an incident, are you referring to an IM or EM process?   I'm assuming an EM process is created and you are working this to create the IM and this between the Email Management and Incident Management processes, the formatting is lost.  Correct me if I'm wrong as I'm trying to understand fully what the flow of the process is.

Soapman's picture


I am referring to the EM process to create the IM.


Justin Dybedahl's picture

I've looked through the Email.InboundManagement workflow and cannot find anything that would strip out the html.  My guess is that when it is passed over to IM it's loosing it's formatting somewhere along the process of creating the incident.  If it's indeed in the IncidentManagementSimple workflow, you may not be able to modify this if you're running 7.5