Forum Discussion

efanning's avatar
efanning
Active Contributor
3 years ago
Solved

Outlook incident description has no carriage return

Hello:

 

When we receive a notification from GoTo Resolve's Helpdesk stating that there's a new ticket, the incident description is one big paragraph in the email in Outlook and OWA.  In the actual ticket, it looks normal as it also does in a browser based email like Gmail.  I have attached examples of Outlook and from Gmail.  Is there something I need to change in Outlook or Exchange to make this more readable in email format?

 

Thanks

  • efanning's avatar
    efanning
    3 years ago

    This appears to have been improved.  Thank you.

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  • efanning's avatar
    efanning
    Active Contributor
    2 years ago

    EXCELLENT, this is resolved again.  Thank you for your hard work

  • efanning's avatar
    efanning
    Active Contributor
    2 years ago

    Ah, ok, yeah looks like I can post images now.

     

    Here is how the email looks coming from GoToResolve and how it is sent from the user (this one usually from HR):

    Once we pull up the ticket in GoToResolve (Helpdesk), all the carriage returns are removed and looks like this.

    It was like this in the beginning and was resolved but has since reverted back when the new editor was implemented.

     

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    I think our spam filters were getting in the way, efanning please try adding your image again.

     

  • efanning's avatar
    efanning
    Active Contributor
    2 years ago

    I do, but it's saying I don't have permission to upload photos.  What is the preferred way I do this?

  • GyulaMucsi's avatar
    GyulaMucsi
    GoTo Contributor
    2 years ago

    Hi, 

     

    Are you experiencing the same as before?

     

    Could you please send us a screenshot of the issue?

  • efanning's avatar
    efanning
    Active Contributor
    2 years ago

    This has gone backwards with the latest update.  Email is coming in fine, the ticket itself is not showing the carriage return anymore.  Will this be resolved again?

  • efanning's avatar
    efanning
    Active Contributor
    3 years ago

    This appears to have been improved.  Thank you.

  • efanning's avatar
    efanning
    Active Contributor
    3 years ago

    Great news, look forward to the fix.  Thank you

  • GyulaMucsi's avatar
    GyulaMucsi
    GoTo Contributor
    3 years ago
    Hi,
    We have reproduced the issue, and are looking into fixing it. Thank you again for your feedback.
  • GyulaMucsi's avatar
    GyulaMucsi
    GoTo Contributor
    3 years ago

    Hi efanning,

    Thank you for letting us know. We will investigate and get back to you shortly.