Hi, There is KB entry from BMC related to this issue.
BMC KB: Knowledge Article Microsoft Office 2003 Outlook and Email Engine incompatibility. Knowledge Article ID: KA335570 Version: 1.0 Status: Published Published date: 01/20/2011 Problem Remedy Email Engine usability is affected by the way Microsoft Office 2003 Outlook encapsulates the body of an email into an attachment (postdata.att) which cannot be parsed. Prior versions of Microsoft Office are processed normally. Talked to Engineering regarding the postdata.att attachment not being processed by the email engine. This is expected because the email engine does not process attachments (unlike text messages that can be parsed). Also, the data that is inside the attachment is not in email engine template format (it is encoded). Solution Remedy Engineering's opinion is that the user should open a tar with Microsoft to allow Outlook 2003 to send Internet mail that conforms to Internet mail standards. In short, Outlook 2003's behavior when sending a web-based form does not meet Remedy's published standards for parsable incoming email data. -- Regards, Vilas Auti Vyom Labs Pvt. Ltd. BSM Solutions & Services || ITIL Consulting & Training Email: [hidden email] || Web Site: www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sahil Pathania Sent: Wednesday, September 11, 2013 12:24 AM To: arslist@ARSLIST.ORG Subject: Email Template- Issue with incoming mail from Outlook 2003 Hello Experts, We have users who uses outlook 2003 and 2007 or later. I have a customized Remedy Application. It uses Email Server to send mails. A template is attached to the outgoing email. The outgoing mails are going fine with the template for outlook 2003/2007 or later. But no incoming mail for version 2003 only. When user reply to the email from Outlook application V2003, no incoming email is received in Remedy. Actually, the reply from customer should attached to the Incident ticket as a worklog entry. This is working fine for user who reply email from Outlook version 2007 or later. I need to find the solution to make it work from outlook 2003. There is KB entry from BMC related to this issue. Please suggest the possible solutions to make it happen for Outlook 2003. I could think two possible options: 1. The format of the incoming mail is not accepted by Remedy, so try to modify the template such that it is expected by remedy. 2 Write some logic to remove the template from incoming mails. When user reply to the email received from Remedy, it will come back to remedy with the template sent by Remedy. Please share your valuable suggestions. Thanks in advance. BMC KB: Knowledge Article Microsoft Office 2003 Outlook and Email Engine incompatibility. Knowledge Article ID: KA335570 Version: 1.0 Status: Published Published date: 01/20/2011 Problem Remedy Email Engine usability is affected by the way Microsoft Office 2003 Outlook encapsulates the body of an email into an attachment (postdata.att) which cannot be parsed. Prior versions of Microsoft Office are processed normally. Talked to Engineering regarding the postdata.att attachment not being processed by the email engine. This is expected because the email engine does not process attachments (unlike text messages that can be parsed). Also, the data that is inside the attachment is not in email engine template format (it is encoded). Solution Remedy Engineering's opinion is that the user should open a tar with Microsoft to allow Outlook 2003 to send Internet mail that conforms to Internet mail standards. In short, Outlook 2003's behavior when sending a web-based form does not meet Remedy's published standards for parsable incoming email data. Legacy ID 20950 KM-20950 KM-000000020950 KM-000000020950 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "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"
