Hello Terri, We have seen this issue, this might happen due to Exchange Server Version or the format of an email has. Please find the KB below, this might help you to resolve the issue.
https://kb.bmc.com/infocenter/index?page=content&id=KA362351&actp=search&viewlocale=en_US&searchid=1441776705345 Regards, Satpal Singh On Thu, Sep 3, 2015 at 12:41 AM, Terri Lockwood <teresa.lockw...@sungard.com > wrote: > ** > > Thank you John. Both the Plain Text Body and HTML Body fields are blank > in the AR System Email Messages form. Under Advanced Options/Attachment > Alternatives I do see the .eml file but again it is blank as well. I > forgot to mention that this is an intermittent issue…doesn’t happen all the > time so logging is tough as well. Troubleshooting continues….. > > > > *TERRI* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Reiser, John J > *Sent:* Wednesday, September 02, 2015 2:16 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Blank Body in AR System Email Messages form > > > > ** > > Terri, > > I’ve seen this and the message body usually ends up in the HTML Body tab > on the AR System Email form. > > Also, in the advanced options tab there are three more tabs. The > Attachment Alternatives has an Attachment Pool and one of the attachments > is almost always a an email file. > > So the data are there you may need to change workflow to retrieve it into > the ticket. > > > > Maybe there’s a way to force your email inbox to only accept ( or convert > to) plain text. > > Thank you, > > --- > John J. Reiser > Building 760-J202 > Remedy Developer/Administrator > > Senior Software Development Analyst > Lockheed Martin - MST Moorestown Region > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - paraphrased by > me > > > > *From:* Action Request System discussion list(ARSList) [ > mailto:arslist@ARSLIST.ORG <arslist@ARSLIST.ORG>] *On Behalf Of *Terri > Lockwood > *Sent:* Wednesday, September 02, 2015 1:54 PM > *To:* arslist@ARSLIST.ORG > *Subject:* EXTERNAL: Blank Body in AR System Email Messages form > > > > ** > > I am hoping someone has had this same issue and can help me. I do already > have a ticket with BMC as well. > > > > When our customers send an email to our email address it comes into the > mailbox complete and I can see it. However, when it gets pushed to the AR > System Email Messages form the “Plain Text Body” field is blank. It, > therefore, gets pushed into the ticket with a blank body as well. BMC is > looking at our logs but I was hoping someone has seen this and maybe can > provide a solution. > > > > Thank you, > > > > ~~~~~~~~~~~~~~~ > > Terri > > > > ARS 7.6.04 > > ITSM 7.6.03 > > Midtier 7.6.04 > > Windows 2008 > > MS SQL 2008 R2 SP2 > > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
