Hello Steven, Thanks a lot for your fast answer... My OTRS version is : 3.2.8-01 I checked some properties in "SysConfig" part, and I found this : PostmasterAutoHTML2Text Converts HTML mails into text messages. Is this the correct option? Regards, James G.

________________________________ De : Steven Carr À : User questions and discussions about OTRS. Envoyé le : Mercredi 10 juillet 2013 15h30 Objet : Re: [otrs] preserve formatting when fetching email

What version of OTRS are you running?

In later versions there are options in SysConfig which allow you to keep the HTML versions of emails as well as generate a text version.

Steve

On 10 July 2013 14:26, Girard James wrote:

...

Hello,

I'm a beginner with OTRS, and I would like to know if this software allows to preserve formatting when fetching email. Cause when I attempting to fetch emails via POP3 from a mailbox, all generated tickets into OTRS loose their original format.

Do you know a way to keep it safe?

Thanks in advance,

Regards,

James G.

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This option seems not to be present in the select box. Please follow this link to see the screen shot : http://imageshack.us/photo/my-images/221/dfoy.jpg/ Why do I get this behavour?

Hello Steve, Below, the snapshot of the email I will fetch via OTRS, with some HTML special formatting. http://imageshack.us/photo/my-images/853/vvre.jpg/ And below, the result, when OTRS fetch the email (via POP3) and convert it in ticket : http://imageshack.us/photo/my-images/833/rpuo.jpg/ Even if the option is set as you advised, the ticket display a text message instead of a HTML content... Regards, James G.

Hello, Following some researches, I found out that OTRS wasn't in cause for my issue. Indeed, it was my email server configuration. I didn't yet find the root cause, but if I fetch email via POP3 to another email client, the content of my email is also in text brut. Thanks for your assistance. James G.

________________________________ De : Steven Carr À : User questions and discussions about OTRS. Envoyé le : Jeudi 11 juillet 2013 12h11 Objet : Re: [otrs] preserve formatting when fetching email

So for some reason your install is converting the HTML emails to text. Not sure why that is happening to be honest as by default it should leave the HTML emails intact, you have to specifically configure it to do what it's doing.

Not sure if official OTRS support would be able to assist you, but chances are it would cost.

Steve

On 11 July 2013 10:38, Girard James wrote:

Hello Steve,

...

Below, the snapshot of the email I will fetch via OTRS, with some HTML special formatting. http://imageshack.us/photo/my-images/853/vvre.jpg/

And below, the result, when OTRS fetch the email (via POP3) and convert it in ticket : http://imageshack.us/photo/my-images/833/rpuo.jpg/

Even if the option is set as you advised, the ticket display a text message instead of a HTML content...

Regards,

James G. --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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