Scripting Question

HTML format broken

05/06/2019 728 views

I upgraded to the latest version of KACE SMA and since our customized rules are slightly skewed.  The rules work but the HTML formatting is showing all text in the incoming email to show in a block of text format when the original email was sent with line breaks.

Anyone know how to correct as the variable link sent by Quest support has done nothing to help

Answer Summary:
2 Comments   [ + ] Show comments


  • Showing the same exact issue. It appears they updated everything else, but forgot that we all use tons of custom rules to make the helpdesk system actually work.

    I haven't been able to find an option to toggle this change back, if one exists.
  • Same here.. I have a ticket open with Support.. and they are clueless, it also messes up when HTML is submitted into our ticket system via e-mail through our ColdFusion new hire database.. not happy at all..
    And who in the heck thought it is/was a good idea to allow end users to submit tickets via HTML code and add pictures and crap directly anyway?
    Most end users have a hard enough time submitting a ticket that says "need help" let alone give them more buttons to click on and choices of fonts and etc.. LOL

Answer Chosen by the Author


I got an update on the issue via Quest professional services:

Add the following line into the SQL code:

  ,HD_TICKET.HTML_SUMMARY as 'ticket_html_summary' after ticket_summary and it should correct the formatting issue

Answered 05/20/2019 by: adiakonikolas
White Belt

  • This does not fix my issue where we use the regular customized e-mail notifications.. and it just looks like crap now! as well as when e-mail comes in to ticket system from our new hire submission through coldfusion the description section does not even show in the ticket queue view until you do something to the ticket & save it... so frustrating!
    • The above actually worked for me, so thanks for that @adiakonikolas.

      You might have to turn off the standard notifications and build a custom notification rule. The default email notifications don't allow for much flexibility. How's your SQL? :X

All Answers


On a custom email rule, where you have the HTML editor, I used the "CodeView" button "</>" and changed the HTML tags around that field from <p></p> to <pre></pre>

Answered 07/08/2019 by: czj624
White Belt

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