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User Reponse to Tickets are Gibberish

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User Reponse to Tickets are Gibberish

Postby bbrewer.coldstreamlabs » Fri Apr 19, 2013 3:03 pm

When we respond to user's tickets the user gets the update, but their response comes back in labtech as gibberish. LT Support says: (See below) I cannot believe we are the only ones out there with this issue, however, I don't see anyone complaining about this in the forums. If you have this issue or have solved this issue, please pass along the information.


Brandon,

I left you a voice mail at ### ### ####. If you are still receiving garbled emails despite MIME type being set to plain text then it is base64 encoding.

There is no resolution at this time, this is a limitation of LabTech functionality with base64 encoding.
This is because the messages are getting sent with a base64 header because there is some type of attachment to the message. LabTech does not strip/format the attachment in a readable format. Also if a message is sent with something like an image inline the ticket request area gets filled and looks something like this(a non-encoded but bad header):
<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><style><!--

Please let me know for any other assistance on this.

Thanks

Anit Chaudhary, Tue Jan 29 12:24:00 GMT-500 2013
bbrewer.coldstreamlabs
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Re: User Reponse to Tickets are Gibberish

Postby ian.integra-xp » Fri Apr 19, 2013 4:29 pm

Can you post a chunk of the 'gibberish' - it can indicate more than you think depending on what type of gibberish it is. sounds crazy but it can help diagnosis.
-- Ian Murphy
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Re: User Reponse to Tickets are Gibberish

Postby bbrewer.coldstreamlabs » Fri Apr 26, 2013 8:43 am

Below is an example ticket with gibberish.
Notes: I sent an email that was formatted in HTML. No pictures only text. The email looks fine in the helpdesk mailbox. LT interprets the response like below. Labtech support tells me this is an issue with base64 encoding, however, I'm pretty sure base64 encoding has been around for a while. LT support has been unable to give me a timeline for repair, but I'm told the ticket will be passed to QA. I cannot believe I'm the only person out there with this issue.

Ticket ID: 20931
Status: New
Owner: bbrewer
Priority: Normal
Level: 1
Category: Unassigned
Started Date: 4/26/2013 8:37:17 AM
Last Contact: 4/26/2013 8:38:09 AM


Company: Coldstream Laboratories, Inc.
Address: 1500 Bull Lea Road Suite 250. Lexington, Kentucky
Phone: 859-977-8555
Contact: Brandon Brewer
Phone: 859-977-8555


Requestor: bbrewer@coldstreamlabs.com
Subject: TEST TICKET



TEST


* Ticket Assigned on 4/26/2013 8:37:16 AM to bbrewer by bbrewer


Correspondence by bbrewer on 4/26/2013 8:37:46 AM
← Response sent from LT to user who submitted ticket.
...quoted message...->TEST



Correspondence by bbrewer on 4/26/2013 8:39:09 AM
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Re: User Reponse to Tickets are Gibberish

Postby ian.integra-xp » Fri Apr 26, 2013 9:11 am

There exist a number of compatibility problems with html formatted email which rear their head every now and again. Everyone points fingers and everyone else and, as tends to happen, most point them at MS, though I'm not overly convinced.

I've seen similar problems with email interchanged between mail systems, the typical is lotus notes <-> exchange, but I've seen it with mail sent from odd mail clients sent though unix mail hosts.

The symptoms are that email messages arrive attached as a file called winmail.dat or the mime arrives in the message body without being interpreted - more like your case.

In any case, if you have an me exchange server, you can change its behaviour when it talks to specific hosts. Unfortunately I don't remember the steps but if you search the web for winmail.dat there is a load of coverage of the issue. It may or may not be related to your issue, but changing the options in exchange may well help.
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Re: User Reponse to Tickets are Gibberish

Postby bbrewer.coldstreamlabs » Fri Apr 26, 2013 9:22 am

Funny, I found this via bing search, but did not find it searching LT forums.

http://support.labtechsoftware.com/home/forums/viewtopic.php?f=251&t=17979

Apparently I'm not the only one having issues. I'm trying a work around now using HMail server. (IE: Pop from hosted exchange to hmail, then LT pops from hmail.)
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Re: User Reponse to Tickets are Gibberish

Postby bbrewer.coldstreamlabs » Mon May 06, 2013 10:41 am

Most recent word from LT Support. They admit an issue with LT, but have been unable to provide details.

Brandon

I have called you twice this morning at ########. However, I wanted to follow-up with an email. We will have a KB Article out by the end of the day. Below is the details of the KB Article:

Problem: partner is receiving garbled emails despite mime type being set to plain text

EXAMPLE: When a client REPLIES to email that has been sent from Labtech, the response is completely garbled Indicator of what we receive back into Labtech:

PGh0bWwgeG1sbnM6dj0idXJuOnNjaGVtYXMtbWljcm9zb2Z0LWNvbTp2bWwiIHhtbG5zOm89InVy
bjpzY2hlbWFzLW1pY3Jvc29mdC1jb206b2ZmaWNlOm9mZmljZSIgeG1sbnM6dz0idXJuOnNjaGVt
YXMtbWljcm9zb2Z0LWNvbTpvZmZpY2U6d29yZCIgeG1sbnM6bT0iaHR0cDovL3NjaGVtYXMubWlj
Truncated SRW
9InBhZGRpbmc6MGNt
IDBjbSAwY20gMGNtIj4NCjxwIGNsYXNzPSJNc29Ob3JtYWwiPiZuYnNwOzxvOnA PC9vOnA PC9w
Pg0KPC90ZD4NCjwvdHI DQo8dHI DQo8dGQgc3R5bGU9InBhZGRpbmc6MGNtIDBjbSAwY20gMGNt
Ij4NCjxwIGNsYXNzPSJNc29Ob3JtYWwiPiZuYnNwOzxvOnA PC9vOnA PC9wPg0KPC90ZD4NCjwv
dHI DQo8L3Rib2R5Pg0KPC90YWJsZT4NCjwvZGl2Pg0KPHAgY2xhc3M9Ik1zb05vcm1hbCI PGJy
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MTIgODAwMiA3Nzc3PG86cD48L286cD48L3A DQo8L2Rpdj4NCjwvYm9keT4NCjwvaHRtbD4NCg==

Cause/Resolution:
There is no resolution at this time, this is a limitation of LabTech functionality with base64 encoding. This is because the messages are getting sent with a base64 header because there is some type of attachment to the message. LabTech does not strip/format the attachment in a readable format.

Our KB Articles can be found here: http://docs.labtechsoftware.com/categor ... -articles/

If you should require further assistance, please call us at 813.397.4600 option2

Thanks
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Re: User Reponse to Tickets are Gibberish

Postby gdombrowski.labtechsoftware » Tue Jul 16, 2013 3:30 pm

The LabTech mail client is using the MIME type of plain text. If anything is sent to the support mailbox in a type other than plain text, the ticketing system will read all of it in plain text, including any html in the data.

If you set the support mailbox on your mail server to use plain text only, all other MIME type data will be parsed out of the incoming email. That way, when the POP connector pulls the email, it'll be reading only plain text information. That should allow the formatting and encoding to work for you.
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Re: User Reponse to Tickets are Gibberish

Postby jstevens.skye-cloud » Thu Feb 12, 2015 6:14 am

I know this is a very old post, but we too are having this issue. A ticket logged with LT has not provided any useful response, they have said apparently we can set it on the mail server (EX2013), however after extensive searching, I cannot find a way to do this easily. The problem we have is that some customers email us out of their CRM systems, and we also get some notifications, they come through as base64 in LT, and we have to dive into a box and retrieve the original email to look at the issue. This is getting more and more frustrating, we are just told by LT to request it as a "feature request".
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Re: User Reponse to Tickets are Gibberish

Postby anthony.apromptcomputer » Wed Mar 23, 2016 4:19 pm

Been working on this issues off and on since Office 365 came out. Finally fixed my gibberish emails with the commands below.

# Open Windows PowerShell
$UserCredential = Get-Credential
# Enter Office 365 Admin Credentials
$Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://outlook.office365.com/powershell-liveid/ -Credential $UserCredential -Authentication Basic -AllowRedirection
Import-PSSession $Session


# If you want to view the settings of the mailbox
get-casmailbox yourmailbox | format-list pop*


# Commands to run that make the mailbox force plain text emails
Set-CASMailbox -Identity yourHelpDeskMailbox -PopMessagesRetrievalMimeFormat TextOnly
Set-CASMailbox -Identity yourHelpDeskMailbox -PopUseProtocolDefaults $false

Remove-PSSession $Session

:D
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