John ... you win the prize !!!! So far in testing the [ were the key. I had tried the $$ but that didn't work. Hoping the same results come through from the customer!
Thank you so much ... Susan On Tue, Oct 29, 2013 at 9:34 AM, Reiser, John J <[email protected]>wrote: > ** > > Susan,**** > > For fields that can contain a return character I think you need to use a > special field delimiter in the incoming email template.**** > > Tour template would have**** > > ! Short Description!: [$$ 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]**** > > ARS v8.1**** > > Oracle 11g**** > > Linux OS > > **** > > _ARSlist: "Where the Answers Are" and have been for 20 years_ **** > _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"
