KACE Product Support Question

Odd Characters in service desk emails

05/30/2019 456 views

Ever since we upgraded to the current SMA version 9.1.317 we receive emails with all sorts of odd characters in the body of the emails for service desk tickets

Any help resolving this would be appreciated.

Like this...

Algyer, Jonathan                                                                     05/29/2019 18:42:12                 Our Portals computer at the Channel 2 position (Position 3) keeps signing off even though its in the locked position.  This isn't a new problem but its getting progressively worse over the past couple weeks.  

0 Comments   [ + ] Show comments


Community Chosen Answer


I've had to have these PowerShell scripts run on a mailbox every time I create an email account for a new queue:


Set-CASMailbox -Identity <email of account> -PopMessagesRetrievalMimeFormat 0

Set-CASMailbox -Identity <email of account> -ImapMessagesRetrievalMimeFormat 0

Set-CASMailbox -Identity <email of account> -PopUseProtocolDefaults $False

Wait 30 minutes for it to take effect.

Answered 06/04/2019 by: ondrar
Black Belt

All Answers


Setup your mail server to UTF-8.
This comes from the HTML mail sanitation, which does not work with non standard encodings (like old Exchange standards)
If this is not possible for you, contact support for a potential workaround.

Answered 05/30/2019 by: Nico_K
Red Belt

  • Thanks for the quick response. can you give some direction as to where exactly we need to set this?
    • this article is really good:

      (the first part is for clients, where you also should set it up, just since UTF-8 is a standard, and Microsoft does not love standards outside their own, but it may also have good impact for the handling of other HTML stuff in the client, but the second part (OWA and Exchange itself) is the more important one.
      • and the same for incoming too, obviously

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