12/3/2009 10:31:05 AM
digs
Posts: 4
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We are trialling the product and noticed that parsing emails converts all emails to plain text and also loses all the formatting (even carriage returns).
The incoming ticket looks pretty messy for techs to read. Could we look forward to the formatting remaining? or building functionality to strip everything (such as a signature) after a predefined element such as --
Aditionally, when a new email is generated into a ticket, it's defaulted to a pre-defined category - it would probably be best to force this to an un-assigned category and force the tech who takes over the ticket to assign it correctly.
cheers for a otherwise healthy product.
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12/7/2009 6:06:07 AM
wit01
Posts: 69
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I agree regarding the email. It should remain in html format as a couple of header lines I have inserted I could really do with being bold for users to pay attention to!!
Regarding the "pre-defined" most users of the helpdesk will set this to "general". Any Tech who is set up is able to assign it to a different category if necessary. Obviously they need to be a Tech on the category assigning to so that they are able to view it.
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12/11/2009 3:49:26 PM
jitbit
Administrator
Posts: 1306
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What is the version number you use guys? The helpdesk should preserve line-breaks in incoming emails...
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12/13/2009 11:39:27 PM
digs
Posts: 4
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I am using v3.6.3.0 (trial version).
Line-breaks are not being preserved.
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12/14/2009 9:28:36 AM
jitbit
Administrator
Posts: 1306
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could you please send us a sample email that was parsed wrong? info [at] jitbit dot com
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12/14/2009 10:32:40 AM
wit01
Posts: 69
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I'm on full 3.6.5
Line breaks preserve, but email is sent in plain text.
Would be nice to be able to format in html code, so can wrap "Please do not reply to this email" in Bold tags
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12/16/2009 2:34:28 AM
digs
Posts: 4
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Email sent to info @ ....
Any solution yet?
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12/19/2009 4:23:17 AM
jitbit
Administrator
Posts: 1306
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We're still looking into this. The line-breaks are probably lost cause when the helpdesk searches for line-break tag (<br>, <p> etc) it performs case sensitive search, but the Outlook makes these tags uppercase. Will be fixed in the next version, which is out real soon
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2/11/2010 9:54:55 PM
digs
Posts: 4
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jitbit wrote:
We're still looking into this. The line-breaks are probably lost cause when the helpdesk searches for line-break tag (<br>, <p> etc) it performs case sensitive search, but the Outlook makes these tags uppercase. Will be fixed in the next version, which is out real soon
Just popping back in to see if this issue has been fixed yet?
cheers
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3/2/2010 3:53:51 AM
jitbit
Administrator
Posts: 1306
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This issue is fixed in 4.6.2 which is out within a couple of days
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4/22/2010 3:29:20 PM
et
Posts: 1
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Hi,
We are using v.4.7.1.0 and still having issue with text-only emails. See attached.
Besides that, very good helpdesk app.
Thanks
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4/23/2010 2:38:10 AM
esutipofo
Posts: 1
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Hey Guys,
Sorry, just testing the rating icon.
It was not intended to rate the post by et
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4/28/2010 8:05:47 AM
jitbit
Administrator
Posts: 1306
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et wrote:
We are using v.4.7.1.0 and still having issue with text-only emails. See attached.
Please send the attachment to support[at]jitbit(dott)com
Also, consider upgrading to the latest version
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