We just recently moved our HR and Payroll to LANDesk from FootPrints and IT is scheduled to be moved on the 30th. Our customers are very accustomed to forwarding e-mails to Help Desk and HR to create tickets. A lot of times these forwarded e-mails contain attachments. In our previous system this was not an issue and the attachments got attached to the ticket. I discovered yesterday in LANDesk this is not the case. In speaking with LANDesk help desk this is not a functionality that is available with LANDesk because Microsoft changes the formatting of the e-mail when it's forwarded. In further testing this yesterday it seems that this issue is only true for HTML e-mails. If we create an e-mail in plain text or rich text with an attachment send it to someone else and have them forward the e-mail to LANDesk via e-mail the ticket gets created and the attachments are attached. If the e-mail is created in HTML, sent to someone else and they forward the e-mail as HTML or in plain text or rich text the ticket gets created but the attachments are not attached. We are on SD 7.1.1 and we are using Microsoft Exchange for our e-mail. Has anyone found a work around to this? This will be a major issue for us if it's not fixed.
↧