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change of e-mail format when automatically importing e-mails from incidents to SRs

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  • change of e-mail format when automatically importing e-mails from incidents to SRs

    Hi,

    our Omnitracker creates incidents when e-mails are sent to a specific address.
    In quite a lot of cases, these incidents are service requests so we can create a service request in an incident, obtaining the same data.
    E-Mails that have been stored within the incident are imported into the request but the format is always changed to plain text.
    Does anyone know what I mean and can thus tell me where to look for a possibility of retaining the format, provided it was html in the beginning?

    Thanks a lot!
    Navina

  • #2
    Сообщение от Navina Посмотреть сообщение
    we can create a service request in an incident, obtaining the same data.
    Interesting.. Navina, how exactly do you create SRs, are you using Field mapping in SR-folder?
    С уважением, Сергей Осадчий

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    • #3
      yep. But I cannot find anything relating to html format. Problem is that screenshots that have been sent in an html mail cannot be imported in plain text so there is a lot of searching for the original incident whenever this happens

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      • #4
        I'll try to reproduce this. What is your OMNITRACKER version?
        С уважением, Сергей Осадчий

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        • #5
          10.0.0 build 4586
          I have played around a bit and a different question came up - do you happen to know if the relation between incidents and e-mails is 1:n or n:m?
          If it is 1:n then adding a relation to SRs wouldn't be possible. Maybe I can just clone/ import the e-mails.

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          • #6
            Сообщение от Navina Посмотреть сообщение
            I have played around a bit and a different question came up - do you happen to know if the relation between incidents and e-mails is 1:n or n:m?
            If it is 1:n then adding a relation to SRs wouldn't be possible. Maybe I can just clone/ import the e-mails.
            In last version of ITSM Center field "Assigned emails" in folder "Incident Management" (Ref-List-of-objects to folder "Emails") synchronized with field "referenced ticket" in folder "Emails". If your DB is similar, may be you need some customization of relations to solve this problem.
            С уважением, Сергей Осадчий

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