IV96613: PLAIN TEXT MESSAGES COME OVER FINE FROM MAXIMO EMAILS BUT HTML MESSAGES FROM MAXIMO COMMUNICATIONS DO NOT.

APAR status

• Closed as program error.

Error description

• Plain text messages come over fine from Maximo emails but html
  messages from Maximo communications do not.
  
  PROBLEM:
  
  If you recently upgraded the mail servers from Exchange 2008 to
  Exchange 2013 CU10 you may experience some issue as below.
  
  It is related to formatting of communications that are sent
  from Maximo.
  
  Plain text messages come over fine but html messages
  do not.  The html messages are coming over as plain text with
  the
  header below.
  
  This is happening with communications that include long
  descriptions
  that are formatted as html.  This is also happening with the
  email
  listener error notifications that include the email message
  where the
  email message is formatted as html. This was not happening
  before the
  Exchange upgrade.
  
  You may wonder if there is a way to have both plain text and
  rich text communications to be formatted correctly?
  The only plain text communication they currently have coming
  from
  Maximo is the PMWoGen email. The convertToPlainText property
  seems to be the problem.
  
  
  PERFORMANCE ISSUE:  No
  
  STEPS TO REPRODUCE:
  
  Steps to replicate :
  Log into Maximo as maxadmin
  Go to System Properties and adjust the properties as per
  scenarios below
  Go to Preventive Maintenance app and search for any active PM
  which is not due yet
  Go to Select Actions > Generate Work Orders and generate PM
  workorders ignoring the Frequency Criteria
  Enter a valid email address in the dialog box.
  Then go to Work Order Tracking app and search for any record
  Go to Select Action > Create > Communication
  Choose any valid communication template and send an email to a
  valid email address (Rich Text Format)
  
  Test is according to the scenarios below :
  
  ---------------------------------------------------------------
  Scenario 1 - From the Maximo side, if you use the following
  settings
  in System Properties app :
  mxe.email.charset = UTF-8
  mxe.email.content.type = text/html; charset=UTF-8
  mxe.email.convertToPlainText = 0
  
  Results :
  For these settings, the rich text communications look fine on
  outgoing
  communication templates. The plain text communications do not.
  They are now formatted without carriage returns.
  The plain text communication they currently have is from Maximo
  is the
  PMWoGen email.
  ---------------------------------------------------------------
  Scenario 2 - From the Maximo side, if they use the following
  settings
  in System Properties app :
  mxe.email.charset = UTF-8
  mxe.email.content.type = text/plain; charset=UTF-8
  mxe.email.convertToPlainText = 1
  
  Results :
  For these settings, the rich text communications are messed up.
  The plain text communications look fine.
  ---------------------------------------------------------------
  
  CURRENT ERRONEOUS RESULT: Extra spaces come in the email
  communication.
  
  EXPECTED RESULT:  Email without extra spaces between lines
  
  ENVIRONMENT (SYSTEM INFO):  Maximo 7.5.0.6
  
  LOCAL FIX: none
  

Local fix

• NA
  

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * MAXIMO                                                       *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * PLAIN TEXT MESSAGES COME OVER FINE FROM MAXIMO EMAILS BUT    *
  * HTML MESSAGES FROM MAXIMO COMMUNICATIONS DO NOT.             *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

• The fix for this APAR is contained in the following maintenance
  package:
  	 | release\fix pack | Interim Fix for Release 7.6.0.9 Product
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  SYSTEM CONFIG

• Fixed component ID

  5724R46S1

Applicable component levels

• R750 PSY

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