Question
Scotia Bank
CA
Last activity: 18 Jul 2017 10:29 EDT
Issue during Email processing
Issue is entire Email Body is getting displayed in html. Even though all the necessary settings are configured in Email-Listener and Service rule to handle the Email body in plain text. This is only happening production environment. All other lower environments are working fine. Code base of UAT and Production are verified and found to be in sync. Please suggest any possible reasons for this behavior?
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Accepted Solution
Scotia Bank
CA
The issue found to be the configuration at Exchange server end. In production Content-Type was set as text/html, hence the entire e-mail body was getting stored as HTML. But in other lower regions Content-Type was set as multipart/alternative, so the text part was getting extracted from HTML body.
The issue is resolved now.
Pegasystems Inc.
IN
Hi Chandra,
Couple of questions :
1. What is the Pega version you are on ?
2. When you say email, is it inbound or outbound ?
Pegasystems Inc.
US
Are these emails being sent in html or Rich Text or Plaintext format?
Are you using LotusNotes or Outlook email client?
What is the file.encoding level set on the server? Is it UTF-8? You can check this on SMA. Is it the same across UAT and Prod?
Scotia Bank
CA
I have verified all these email formats are being supported. I don't see any issue with this.
Microsoft exchange server. Protocol is POP3.
File encoding (ISO646-US) is same for all the environments.
Pegasystems Inc.
US
There is a setting on mailboxes in Exchange that dictates which format(s) are retrieved for POP3 and IMAP access.
View or Configure POP3 Properties: Exchange 2010 Help
If you have your exchange administrator compare the settings for the mailbox(es) you are accessing in Prod vs. your other environments, the "Message MIME Format" in the "Retrieval Settings" section (#7 in the TechNet document) will probably be different. It sounds like you have this setting set to "HTML" in production when you want either "Text" or "HTML and alternative text".
We were unable to get Exchange 2010 to send text instead of HTML despite the setting. Here is some reference:
If the original message does not contain a plain text part then Exchange won't add one and same goes for pure HTML message.
The problem can be addressed by changing the Control that displays the email to "RichTextDisplay”.
Scotia Bank
CA
Formats are to be retrieved set as "BestBodyFormat" for all the environments. The Best body format retrieval option represents the native content of a message that is stored on a server that is running Microsoft Exchange (as mentioned in technet). Attached is a sample Email body content as it shows up.
I tried using control "RichTextDisplay" but still showing value in html.
Hi Chandra, Can you add DEBUG on "com.pega.pegarules.integration.engine.internal.services.email.EmailListener" class and send the PegaRULES logs after you rerun the scenario, this will give us more insight on what is happening behind the scene. We would also need screen shot of what you are seeing. Regards, Adi
Accepted Solution
Scotia Bank
CA
The issue found to be the configuration at Exchange server end. In production Content-Type was set as text/html, hence the entire e-mail body was getting stored as HTML. But in other lower regions Content-Type was set as multipart/alternative, so the text part was getting extracted from HTML body.
The issue is resolved now.