Teresa, I asked around about this as well. We have been bugging Remedy BMC about this as well but they always seem to not think it is a big deal and claimed they have not heard other customers ask about this as well. We had consultants who initially setup the ARS 6.3 system with ITSM 5.6 here and they came up with the idea of setting up filters and a filter guide to go through the text and find a "<" and then remove all contents up to the ">" and then continue on to remove other places where there were brackets and its text within it. This worked for most of the HTML contents but did not eliminate HTML escape characters such as etc. We tried a different route and talked with our Outlook/Exchange admin team and they found a VB script that you have to run locally on the mailbox (as the mailbox user) but it can supposedly convert the incoming email to Plain Text (which is frankly the only format we care for the AR System to ingest). Here is a link that describes how you can setup this using a Visual Basic Macro and then you can create a client side rule on the Remedy mailbox that will run the VB code client-side: http://www.outlookcode.com/d/code/zaphtml.htm We have had problems though even getting this running so I submitted a Request for Enhancement to Remedy BMC to simply enhance the Email Engine so that it can convert all incoming emails it ingests into Plain Text. It is supposedly "Under Consideration".
Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Fannin, Teresa Sent: Sunday, April 29, 2007 8:26 AM To: [email protected] Subject: imcoming HTML email ** Dear Group, Anybody know of a way to convert HTML email to text so that the text could be stored in an Incident? We are using remedy 7.0.1 patch 2 and we have a process where incoming email can become part of an Incident. I am not using any templates or any kind or instructions. The email comes in to the AR System Messages form and based on that happening we take the email information and store that in an Incident if we want to. Anyway the problem I am running into is if the email is in HTML format and if I save the HTML contents in the Notes field I get all the HTML coding with it. So I made an HTML button so if they want to see what the HTML looks like I copy the Notes field into a View field and they can see the pretty version of the what the email looks like. The problem is if the Notes fields is ever used in a report then you are back to the all the embedded code showing up. Teresa __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
