KBI 311043 Answering Event By Replying Email Not Working If Plain Text Format Is Not Used
Version
Argent Advanced Technology all versions
Date
Wednesday, 6 Aug 2014
Summary
Argent Console can be configured to answer Event by reading incoming email through MAPI or POP3
Customer may notice the incoming messages are processed as they appear then disappear from the OUTLOOK inbox, but the Events are not answered or resolved properly
This is caused by the incorrect format of replying email message
When customer composes the reply email message, it can be one of following format:
- Plain Text
- HTML
- Rich Text
The auto answering works only for plain text format
Technical Background
When HTML or Rich Text format is used, the actual message body read by Argent Console Engine no longer contains the valid keywords
Resolution
Make sure replying email message using PLAIN TEXT format
