Hi list, We have recently migrated to OTRS 2.4.3 and must say it works brilliant. One of the primary reasons for migrating to latest version was that we can view html emails inside otrs. I was wondering if someone can tell me how otrs determines whether email received is in HTML format or plain text format and if it is html format, then from which table/location it picks up contents? Reason I am asking is, I have written a management reporting module based on our specific requirements, in PHP which accesses databases and displays some statistical report. As a nice to have I thought of displaying customer request content when managers drill down inside report. Till now I have been picking 'a_body' field value from article table. I still do the same but data here is stripped of all html formatting and is in plain text format. Your help is greatly appreciated. Thanks in advance.