We’ve been encountering an odd issue since October 7th for almost all emails sent with HTML saying “content not available” in the body, and in the description for the message, but opening the message shows all the correct information as it was sent. I did some digging on our system and on the internet and came across this community post about HTML emails not being a feature yet in SysAid.
Is this still true or was this added and I need to do something on our end to get it working?
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Hi there,
SysAid Copilot is here with our AI Magic!
Here is the response we thought might assist you:
## HTML Emails and SysAid
Good Afternoon,
Thank you for reaching out regarding the issue with HTML emails in SysAid. Based on your description, it seems that HTML content in emails is not being displayed correctly in the body or description fields, but the full content is visible when opening the message. Let me provide some clarity and steps to address this issue:
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### Current Support for HTML Emails in SysAid 1. **HTML Rendering in Description Field**: - The description field in SysAid does not natively support rendering HTML or images. Instead, it displays the raw HTML code, which might explain the "content not available" message you're seeing.
2. **Alternative Field for HTML Content**: - SysAid provides the **SR Source Email** field, which can render HTML content. This field is specifically designed for tickets raised from emails and can display the HTML content correctly.
---
### Steps to Enable HTML Rendering in SysAid
1. **Add the SR Source Email Field**: - Navigate to **Settings > Service Desk Templates > Sub-types**. - Select the relevant sub-type for your tickets. - Edit the sub-type and move the **SR Source Email** field from the "Available Fields" section to the "Visible Fields" section. - Save the changes.
2. **Verify Email Integration Settings**: - Go to **Settings > Integration > Email**. - Ensure that the email content type is set to **HTML** instead of plain text. - Save and test the settings.
3. **Test with a Sample Email**: - Send a test email with HTML content to your SysAid email address. - Check if the HTML content is now displayed correctly in the **SR Source Email** field.
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### Additional Recommendations
- **Check Email Encoding**: - Ensure that the emails being sent to SysAid are encoded in **UTF-8**, as this encoding supports HTML content.
- **Update SysAid Version**: - If you are using an older version of SysAid, consider upgrading to the latest version. Some HTML-related issues have been resolved in newer updates.
- **Review Logs for Errors**: - Download the SysAid logs by navigating to **Personal Menu > About > Download Logs for Technical Support**. - Check for any errors or warnings related to email processing.
---
### If the Issue Persists If the above steps do not resolve the issue, it may require further investigation. Please let me know if you need additional assistance or clarification.
I hope this helps resolve the issue with HTML emails in SysAid. Let me know if you have any further questions!
The Feature Request 2410, with the title "Support HTML / rich text for Description field", that would be related to the post mentioned has not been implemented yet.
If you provide us your email address and account name we can create a ticket in our HelpDesk for the issue we can check example tickets in your environment or link it to the existing article so you are notified when it is implemented.
Please provide screenshots showcasing the issue in order to make sure the scenario applies to your case.
We are looking forward to your response.
Good Afternoon,
Attached is what we see when HTML emails come in, I confirmed with the person who designed this form and it indeed is coming in as HTML, it was designed this way to ensure its easy to read. I messaged you my account name and email address.
