Service Desk ticket opened via email but fields aren't populated via @commands
We have an internal application sending an email to a queue on our kbox. A ticket gets opened but the 4 fields we’re trying to populate via @COMMAND= do not populate as expected. If I forward the same email, with the 4 commands at the top of the body of the email, a ticket is opened with the appropriate fields populated.
How can I troubleshoot this from the kbox side?
On another note - why are the NO 'Question Topics' regarding Help Desk, SQL, Ticket Rules, etc. . .
A mangled email is an email that is coming into the helpdesk as a ticket comment where the entry is mangled with special characters and HTML tags or cut off before the end of the email This is caused because kbox helpdesk supports plain-text email using unicode characters. Any email coming from sources that do not provide a plain-text copy of that email can cause emails that are mangled. Also any email using charsets that are not Unicode compatible will be translated incorrectly and could cause truncation of the message or different characters to appear. You will have to do one or both of the following: â€¢ Change your mail client to send in Unicode characters (consult your email program's documentation) â€¢ Change your mail client or mail server to convert SMTP bound email to include a plain text copy.