Susan, For fields that can contain a return character I think you need to use a special field delimiter in the incoming email template. Tour template would have ! Short Description!: [$$ some text <return character> Some more text. $$] The information between [$$ $$] gets submitted to the specified field returns, new lines and all. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 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:[email protected]] On Behalf Of Susan Palmer Sent: Monday, October 28, 2013 11:10 PM To: [email protected] Subject: EXTERNAL: v8.1 email engine - truncated incoming message ** Hi everyone, We've started receiving incoming emails from a customer. The email engine retrieves them and I see the full message in the AR Email Messages form. The template in the email contains the form (staging form) that the message should populate. And it does populate the staging form, mostly. The description field does not populate completely in the staging form. It does in the Messages form. If there is a 'return' in the description, in the staging form no data appears after the 'return'. I have a support ticket in but no solution in the last week. I've suggested to the customer to use <br> in their tickets that are populating the template that comes to us but it was not received well. We do plan on testing that Tuesday. We have been receiving automated incoming tickets from some internal systems for years but those all have single line descriptions so there is no 'return' to deal with, so I don't know if it was working the same on v7.5. The field itself is a 4000 char field. Nothing else special about it. Full permissions for anyone to write. The user that is contained in the template has full basic permissions, fixed license. I take the info in the staging form record, create a HT retrieving additional information from a Site record to make a complete HT record. Since the staging form record doesn't have the full description there's no opportunity to try and manipulate the 'returns' with workflow. It's almost as if the email engine itself is truncating the contents. Has anyone seen this also? What was the solution? Any help would be appreciated. Thanks, Susan Susan Palmer ShopperTrak 233 S Wacker 41st Floor Chicago, IL 60606 312-529-5325 [email protected]<mailto:[email protected]> ARS v8.1 Oracle 11g Linux OS _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"
