IJ15470: WHEN SENDING A MAIL TO MAXIMO TO CREATE SR - TEXT IS DISPLAYED IN ONE LINE IN RTE FIELD OF SR CREATED.

APAR status

• Closed as program error.

Error description

• Application
  ============
  Email listener and SR
  
  Steps to reproduce
  ===================
  
  1. Setup Email Lisntner in Maximo
  
  2. Go to Email client - Gmail or Outlook or Notes -->compose a
  new mail with multiple text with line break. With Italic,
  coloured, bold and underlined
  
  3. Send a mail to Maximo to create SR
  
  4. SR should get created in Maximo
  
  RESULTS / PROBLEM
  ==================
  
  When you check the text in SR.DESCRIPTION_LONGDESCRIPTION
  against the SR created in Maximo.
  It doesn't contain the line break and not identical to the mail
  sent to Maximo.
  
  
  Expected Results
  ================
  The text in SR should be identical to the mail sent to Maximo
  and should contain line break.
  
  Product Version
  ===============
  ICD7604 + TPAE 7.6.0.9-IFIX20181030-1821
  

Local fix

Problem summary

• ****************************************************************
  * USERS AFFECTED:                                              *
  * Users who use ticketing app records where the long           *
  * description is populated by the email listener.              *
  ****************************************************************
  * PROBLEM DESCRIPTION:                                         *
  * In multipart / alternative emails where there is both a      *
  * plain text and html version of the message body, the         *
  * listener code was only taking the plain text part resulting  *
  * in a loss of rich text formatting in the ticket long         *
  * description.                                                 *
  ****************************************************************
  * RECOMMENDATION:                                              *
  ****************************************************************
  

Problem conclusion

• This is fixed in code.
  The fix for this APAR is contained in the following maintenance
  package:
  	 | release\fix pack | Interim Fix for Release 7.6.1.2 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