4 Replies Latest reply on Mar 17, 2014 3:24 PM by dconners

    Can't view email in Outlook 2013

    Rookie

      When a new Incident is opened it sends an email to the IT group.  We are unable to open up the email in Outlook 2013.  I can open it no problem in other versions of Outlook, but unfortunately my company uses Outlook 2013.  We have LDSD 7.7.  Any suggestions?

        • 1. Re: Can't view email in Outlook 2013
          Expert

          Does it matter if the e-mail is plain text or HTML?  Do you use HTML style sheets for formatting your e-mail?  Is it only that one e-mail?

          • 2. Re: Can't view email in Outlook 2013
            Rookie

            We are able to open and see Request generated emails within Outlook.  We are not able to open and see Incident generated emails with Outlook.  If i turn HTML off in LDSD then i can see and open the email but it shows all the code.  If i turn set Outlook to read all standard mail in plain text it works as well.  I have attached the coding for the Incident and Request emails.  Not sure what you mean if we use HTML style sheets for formatting your email, but maybe the attachments will help answer that.  Thanks

             

            Request:

             

            <table border="0" width="500px" cellpadding="1">
              <tr>
              <td colspan="2">Dear {RaiseUser},<p><b>The following request has been created.</p>
              <p></td>
            </tr>
            <tr>
              <td width="130"><b>Requested Item:</b></td>
              <td width="190">{_ConfigItemRequested/Title}</td>
            </tr>

            <tr>
              <td width="130"><b>Request #:</b></td>
              <td width="190">{Id}</td>
            </tr>
            <tr>
              <td width="130"><b>Summary:</b></td>
              <td width="190">{Title}</td>
            </tr>
            <tr>
              <td valign="top" width="130"><b>Description:</b></td>
              <td width="190">{Description}<br><br></td>
            </tr>
            <tr>
              <td colspan="2">To review this request and track its progress please use the link below.<br><br><br></td>
            <tr>
              <td width="190"><a href="{$ApplicationSetting.ProcessApprover.WebAccessApproverURL$}">View This Request</a><td>
            </tr>

            </table>

             

            Incident:

            <table border="0" width="800px" cellpadding="3">
            </tr>
            <tr>
              <td colspan="2">Dear {RaiseUser/Title},<p>The following incident has been logged and is currently active in our system:</p>
              <p></td>
            </tr>
            <tr>
              <td width="130"><b>Reference No:</b></td>
              <td width="670">{Id}</td>
            </tr>
            <tr>
              <td width="130"><b>Summary:</b></td>
              <td width="670">{Title}</td>
            </tr>
            <tr>
              <td valign="top" width="130"><b>Description:</b></td>
              <td width="670">{Description}</td>
            </tr>
            <tr>
              <td valign="top" width="130"><b>Category:</b></td>
              <td width="670">{Category/FullName}</td>
            </tr>
            <tr>
              <td colspan="2"></br>If you need to review this case or need to add any additional information, you can do so by selecting the link below.</td>
            <tr>
              <td colspan="2"><a href="{$ApplicationSetting.ProcessApprover.WebAccessApproverURL$}">Click here to view your ticket via Self Service.</a></b></p></td>
            </tr>

            </table>

            • 3. Re: Can't view email in Outlook 2013
              Expert

              The obvious thing I see missing is the <html> and <body> tags.  I have had mixed results without those tags but obviously it should not matter.

               

              Request:

               

              <table border="0" width="500px" cellpadding="1">
                <tr>
                <td colspan="2">Dear {RaiseUser},<p><b>The following request has been created.</p>
                <p></td>
              </tr>
              <tr>
                <td width="130"><b>Requested Item:</b></td>
                <td width="190">{_ConfigItemRequested/Title}</td>
              </tr>

              <tr>
                <td width="130"><b>Request #:</b></td>
                <td width="190">{Id}</td>
              </tr>
              <tr>
                <td width="130"><b>Summary:</b></td>
                <td width="190">{Title}</td>
              </tr>
              <tr>
                <td valign="top" width="130"><b>Description:</b></td>
                <td width="190">{Description}<br><br></td>
              </tr>
              <tr>
                <td colspan="2">To review this request and track its progress please use the link below.<br><br><br></td>
              <tr>
                <td width="190"><a href="{$ApplicationSetting.ProcessApprover.WebAccessApproverURL$}">View This Request</a><td>
              </tr>

              </table>

               

              Incident:

              <table border="0" width="800px" cellpadding="3">
              </tr>  Needed?
              <tr>
                <td colspan="2">Dear {RaiseUser/Title},<p>The following incident has been logged and is currently active in our system:</p>
                <p></td>
              </tr>
              <tr>
                <td width="130"><b>Reference No:</b></td>
                <td width="670">{Id}</td>
              </tr>
              <tr>
                <td width="130"><b>Summary:</b></td>
                <td width="670">{Title}</td>
              </tr>
              <tr>
                <td valign="top" width="130"><b>Description:</b></td>
                <td width="670">{Description}</td>  190 use in Request
              </tr>
              <tr>
                <td valign="top" width="130"><b>Category:</b></td>
                <td width="670">{Category/FullName}</td>
              </tr>
              <tr>
                <td colspan="2"></br>If you need to review this case or need to add any additional information, you can do so by selecting the link below.</td>  </br> does not exist
              <tr>
                <td colspan="2"><a href="{$ApplicationSetting.ProcessApprover.WebAccessApproverURL$}">Click here to view your ticket via Self Service.</a></b></p></td> In Request <td colspan="2"> is <td width="190">       </b></p> has no opposite
              </tr>

              </table>

              • 4. Re: Can't view email in Outlook 2013
                Rookie

                Thank you very much for your help.  I made all the changes to the code and it resolved the problem.  I am not exactly sure which fix took care of the problem but when i have more time to troubleshoot I will let you know. Thank you.