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Hello, I hope you are all doing well.
We are planning to implement GLPI in our corporate environment, right now we are testing and configuring all functionalities and everything is going really well but we have found some kind of "problem" that we haven't been able to solve by reading the forum:
Context:
Our users send emails to our helpdesk
GLPI creates a case with the email info
Everything works as expected until there.
The problem comes when a technicial or the users takes the GLPI created email and selects Reply and the add some more info to the email, I guess is a parsing problem, but the answer can be seen in our GLPI web interface but without any data, I can't attach images so I can't show the issue.
I have tested it with Gmail web interface, clicking on Reply on the ticket and that happens, also I tested it with Outlook desktop client and the same problem happens.
Also doing some tests y found that if I copy/paste the GLPI created ticket body and paste it to the reply email and I answer writing inside the text, the ticket is updated and I can see it in GLPI but this isn't suitable to us.
Every user we have simply takes the email and clics Reply and adds new info, they are not going to copy/paste the body to add new info.
Have anybody had this "problem" before and did solve this? Basically what I would like to do is that my users reply my GLPI email, add new info and that info can be seen in the GLPI web interface.
Thanks!
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Update:
The problem only occurs when using Gmail's web interface, when the user answer the ticket email it is not shown on the GLPI web interface. But when the user answers the mail selecting "text without format" the email body is shown on the GLPI web interface.
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