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Environment:
All versions. Techmail, email
Resolution:
1. To verify the cause of a blank thread you have to review the original email as it arrives. Enable the EGW_SAVE_ORIG_MESSAGE configuration to save a copy of emails that create incidents. Refer to Answer ID 2762: Maintaining copies of incoming email for incident creation for more information. Note that an email that updates an incident may not be saved.
2. Inspect the email message in a text editor that allows Linux end of lines such as NotePad++ or TextPad. Note that Microsoft Notepad will not view the email correctly.
The body is the section after the header and will be separated by blank lines somewhere after text like "Content-Type: multipart/alternative; boundary=abcdefghijklmnop". Inspect the message to verify the format follows the following requirements:
The body is the section after the header and will be separated by blank lines somewhere after text like "Content-Type: multipart/alternative; boundary=abcdefghijklmnop".
Inspect the message to verify the format follows the following requirements:
3. Add the missing part of the email to a customer entry and work with the sender of the message to eliminate the cause of the format issue.
Example message:
From: Some Sender <customer@gmail.com> To: Some Receiver <support@mbox.custhelp.com> Subject: Formatted text mail MIME-Version: 1.0 Content-Type: multipart/alternative; boundary=abcdefghijklmnop preamble - Text here is ignored. --abcdefghijklmnop Content-Type: text/plain; charset="utf-8" ...plain text version of message goes here... --abcdefghijklmnop Content-Type: text/html; charset="utf-8" ...html version of same message goes here... --abcdefghijklmnop Content-Type: image/jpeg; name="fishtacos.jpg" Content-Transfer-Encoding: base64 Content-Disposition: attachment; filename="fishtacos.jpg" /9j/4AAQSkZJRgABAgAAZABkAAD/7AARRHVja3kAAQAEAAAAPAAA/+4ADkFkb2JlAGTAAAAA Af/bAIQABgQEBAUEBgUFBgkGBQYJCwgGBggLDAoKCwoKDBAMDAwMDAwQDA4PEA8ODBMTFBQT AeLAAPFgAHiwADxYAB4sAA8WAAeLAAPFgAWn9mAB3wd0AH//2Q== --abcdefghijklmnop
From: Some Sender <customer@gmail.com> To: Some Receiver <support@mbox.custhelp.com> Subject: Formatted text mail MIME-Version: 1.0 Content-Type: multipart/alternative; boundary=abcdefghijklmnop preamble - Text here is ignored. --abcdefghijklmnop Content-Type: text/plain; charset="utf-8" ...plain text version of message goes here... --abcdefghijklmnop Content-Type: text/html; charset="utf-8" ...html version of same message goes here... --abcdefghijklmnop
Content-Type: image/jpeg; name="fishtacos.jpg" Content-Transfer-Encoding: base64 Content-Disposition: attachment; filename="fishtacos.jpg" /9j/4AAQSkZJRgABAgAAZABkAAD/7AARRHVja3kAAQAEAAAAPAAA/+4ADkFkb2JlAGTAAAAA Af/bAIQABgQEBAUEBgUFBgkGBQYJCwgGBggLDAoKCwoKDBAMDAwMDAwQDA4PEA8ODBMTFBQT AeLAAPFgAHiwADxYAB4sAA8WAAeLAAPFgAWn9mAB3wd0AH//2Q== --abcdefghijklmnop