Alexander Scholler alexander.scholler@augsburg.de says:

Michael Friedman schrieb:

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Most of our customers use Outlook and they tend to send us e-mails that include screen shots showing their problems.

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We want to manage this better using OTRS, but to do that we really need to display the images inline inside an e-mail presented in HTML. The current OTRS approach - exporting a .eml file for Outlook Express is really not adequate - Outlook Express does not display complex documents properly.

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If we can't display the full e-mail nicely formatted at minimum we would like to display all of the image attachments inline so we can at least have a reasonable chance of figuring out what the customer is talking about.

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How can we configure OTRS to do this?

I just know that a config-option is activated by default that automatically converts all incoming mails to plaintext.

Perhaps it's useful for you to turn this off.

Thanks, but no. We tried it… it gives us half decently formatted HTML, but not very good. All inline images from the e-mail are stored as attachments and you need to click on a link to display them.

But I have no experience with this - we propagate to use plaintext!

I’ve seen many help systems that require this. As a user I have always found it the most frustrating part of the help desk experience – I do the work to put multiple screen shots into my assistance request clearly explaining step by step what I did to encounter a problem and exactly what the problem is and it quickly becomes apparent that the person trying to help me is either unable to see the images or is unable to associate them with the explanatory text. I can’t understand why anyone would inflict plain text on a user if you have the option to do better – it’s good for them since they don’t get frustrated and it’s good for you because your staff can resolve issues more quickly (and therefore more cheaply). Thanks Mike -------------------------------------------------------------------------------- Michael Friedman CEO, Parellax Ltd. michael.friedman@Parellax.com Skype: Mike.Friedman Shenzhen Office: 9B, Haiying Building, 3002 Caitian Road, Gangxia, Futian District, Shenzhen, Guangdong, China 518048 Tel: +86 755 8297 5453 Fax: +86 755 8297 6435 China Mobile: +86 131 4383 7705 HK Mobile: +852 6202 4425 Personal HK Fax: +852 3014 5062 Hong Kong Headquarters: Unit B, 1/F Prosperity Industrial Building 89 Wai Yip Street Kowloon, Hong Kong Phone: +852 2368 0060 Fax: +852 2367 3889