Sandra, do you mean that the whole email is attached to a work detail, just the way i describe this? If so, how do you do that?
We too create Work Info records from each incoming email, but I for anything do not understand how I can show the "real" email to my users. As John Reiser also says: you can see the HTML formatting of the email in the THML body field in Email Messages form, but how woudl I come round showing this INCLUDING the attachments in the right places? /Jan On Oct 31, 2011, at 12:34 , Hennigan, Sandra CTR WHS/ITMD/CACI wrote: > Jan, > > We attach the email, as it is delivered, to a Work Detail record. > > Thank you, > > Sandra Hennigan > Sr Remedy Developer > EITSD/ITMD/CACI > Office: CP6 Suite 1130 > 2221 S Clark Street > Arlington, VA 22202 > > Office Direct Line: 703-607-0201 > Blackberry: 703-380-6041 > ITSM Support Line: 703-604-2426 > Service Desk - 703-693-9842 > > sandra.hennigan....@whs.mil > > > > -----Original Message----- > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Jan Lindhardsen > Sent: Monday, October 31, 2011 5:19 AM > To: arslist@ARSLIST.ORG > Subject: Preserve full mail formatting on incoming emails, possible? > > Hi All! > > It seems like this scenarios is very common, at least at some companies: > A user have a problem, and spends a lot of time documenting this in their > error report to the Service Desk. > So directly in their Rich Text/HTML based email client like Outlook, they > built a nicely formatted description like this: > > "I have a problem with Word doing this: > <Here they insert this nice screenshot> > > Which happened after I did this: > <Here comes the next screenshot> > > And then I tried this: > <Just another screenshot>" > > When this is processed through Email Engine, all of this nice formatting is > lost to the world (the system, you know ;-). And that seems to cause a bit > of frustration both to the SD, and to the users who might have to resend > this info directly to the person responsible for the Incident. > > . > > So are any of you aware of a way to preserve the RTF or Full HTML formatting > including the pictures in the right places using email engine? > i have not yet looked deep into this, but for all I know, this is not OOTB. > I mean, even though we have HTML Body, I'm not aware that this can be put > together with the attachments, but I might be wrong? > > Otherwise the only solution I can think of (as Email Engine does it's magic > before we can interact with the data), is to have some 3rd party solution > BEFORE the mail is read by Email Engine. > This could be some kind of "scanner" which takes the whole email message, > and creates a PDF from the content. A PDF which is then attached to the mail > itself. > Does such solutions exist? It seems like this is not such a strange > requirement after all ;-) > > /Jan > ____________________________________________________________________________ > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
