IPC's created via email show blank Description in Query Results

Version 2

    Problem

    When emails are used to log Incidents, Problems and Changes (IPCs) in Service Desk, and there is a carriage return in the first few rows of the email body, it inserts these blank lines into the top of the field this is mapped to (normally Description). This means that the Query Results can show a blank line instead of the data.

     

    Cause

    This issue is caused by having the wrap text option enabled on the query design, if you switch this off, then it will not show the first line (which may be blank) but show the carriage returns as spaces, then the first line of text.

     

    Solution

    To change the wrap text option, go into Query and Report Designer, select the query in question, then under the query attributes, select description and go to properties, then on the column sizing tab, uncheck ‘wrap column text’.