Why are we getting extra numbers at the end of emails that are sent to respond to incidents?
Outgoing Email Response
Versions May 2009 and later, for sites using Mail Scripts
- As of the November 2012 release, you can use message templates to easily customize your notifications and emails. To learn more about message templates, see Answer 5380: Customizing notifications and email messages sent by Oracle Service Cloud.
- The File Manager Mail Files (also referred to as ’Mail Scripts’) have been deprecated and are scheduled to be removed in the 19D version. For additional information, see Answer 5965: Oracle Service Cloud Mail Files deprecation begins August 19, 2013.
- Customers must complete migration to Message Templates before upgrading to this release or later versions. For more infomation, refer to Answer 6143: Migration from Mail Scripts to Message Templates.
For example, the following line is sent with the response:
You can disable the "reply-between-the-lines" feature so that your customers can click Reply from their email client and the incident is updated based on how they reply to the email.
In order to determine the original size of the email that was sent, a size indicator is now included at the end of emails that are a text message type. This is a byte count of the original outgoing message and is used to determine the original message so that only the updates are identified and entered into the incident thread. It is also used to identify information inserted within the original message, within the block quote area.
In May 2009 and later releases the size indicator numbers are always present even if you are sending HTML emails out of the Oracle Service Cloud system. In previous versions, if the message is sent as HTML enabled as configured from the Messages table, the byte count is not required and the stamp is not included in the outgoing email response. Therefore, to remove this field, you can enable your message as HTML enabled. To access the Messages table, from the Common Configuration menu, select Communication Configuration and then Messages.
For text messages, since the system relies on this stamp to update incidents correctly, it cannot be removed from the email.
For more information on this functionality, refer to Answer ID 2017: Disabling the Reply Between the Lines Feature. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.