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Mail format change Exchange 2010 / Exchange 2007

    Question

  • Hello

    There is a ticketing tool called Remedy. That tool uses pop3 to connect to an Exchange 2007 mailbox to which issues are sent by email. Remedy automatically creates tickets based on those emails. We did a transition from Exchange 2007 to Exchange 2010 two weeks ago.

    Problem:
    The responsible person for the Remedy tool told me, that with Exchange 2007 the tool received the emails in html and text format.  Now it seems, that emails are only received in html format, but the Remedy tool needs the text format as well.

    Does someone have a similar problem?
    Does Exchange 2010 processes emails in another way that Exchange 2007 did?
    Any suggestion how to resolve this problem?

    Kind regards
    Peter

    Tuesday, February 14, 2012 10:31 AM

Answers

  • You can change the email format from Outlook if it's for few users only.
    I saw the same issue few days back, what we did was, go to properties of that application mailbox (In your case it's Remedy) and Click on Exchange Features...POP3 Feature...and select the plain text option.

    Later we found that application also got the fix in there update. Do you have latest update of Remedy?


    Gulab Prasad,
    MCITP: Exchange Server 2010 | MCITP: Exchange Server 2007
    MCITP: Lync Server 2010 | MCITP: Windows Server 2008
    My Blog | Z-Hire Employee Provisioning App

    • Marked as answer by PeterN22 Tuesday, February 14, 2012 2:52 PM
    Tuesday, February 14, 2012 10:40 AM

All replies

  • You can change the email format from Outlook if it's for few users only.
    I saw the same issue few days back, what we did was, go to properties of that application mailbox (In your case it's Remedy) and Click on Exchange Features...POP3 Feature...and select the plain text option.

    Later we found that application also got the fix in there update. Do you have latest update of Remedy?


    Gulab Prasad,
    MCITP: Exchange Server 2010 | MCITP: Exchange Server 2007
    MCITP: Lync Server 2010 | MCITP: Windows Server 2008
    My Blog | Z-Hire Employee Provisioning App

    • Marked as answer by PeterN22 Tuesday, February 14, 2012 2:52 PM
    Tuesday, February 14, 2012 10:40 AM
  • Hi Gulab

    That's a good hint, I will try that and ask the remedy guy to test it.
    I'll keep you updated.

    Regards
    Peter

    Tuesday, February 14, 2012 12:45 PM
  • Hi Gulab

    I changed the setting to "HTML and alternative text", and it works now.

    Thanks for your help.

    Regards
    Peter

    Tuesday, February 14, 2012 2:52 PM
  • Hi Gulab,

    I am also facing a similar issue with Remedy application.

    I followed the same trick to select text option under POP3 mailbox properties & it worked for almost all emails that remedy application mailbox receives, except one mail that is getting generated from another application.

    I also tried another given options, but no luck.
    Based on further research, I came to know that the 3rd application is generating mails only in HTML format. (Mail body contains HTML formatted table)

    Is there a way to convert it to plain text or a way that remedy application can understand the mail body.


    Thursday, January 02, 2014 2:22 PM
  • What is the Remedy version you are using?

    Cheers,

    Gulab Prasad,

    Technology Consultant

    Blog: www.exchangeranger.com  Twitter:    LinkedIn:   
    Check out CodeTwo’s tools for Exchange admins   

    Note: Posts are provided “AS IS” without warranty of any kind, either expressed or implied, including but not limited to the implied warranties of merchantability and/or fitness for a particular purpose.

    Thursday, January 02, 2014 3:22 PM