Plain Text imports removes Returns
Hello
We use a MySQL database as our CRM and import emails into it via TAv5 and, as with TAv4, we get all emails from our monitoring system get updated into our database without any returns and any emails sent in by customer showing nicely.
An example of what i mean is as follows, this email comes from our monitoring system looking like this when checking in the Message Store the message Preview on both Message Text and HTML or being sent direct to myself;
RM PERF - Total CPU Processor Time FAILED on CustomerName\Servername at Primary Datacentre for Processor-% Processor Time-Total result 100
Monitor Failed from ServerGuard__
CustomerID:0000
CustomerPostcode:XXXXXX___
MonitorHost:36398___
AlertName:RM PERF - Total CPU Processor Time___
AlertStatus:FAILED___
Operating System:Microsoft Windows Server 2019 Standard x64___
Service
Then, it gets imported into the MySQL v8.xx database and ends up in our CRM looking like this, note, it adds the Subject to the start of the actual body
RM PERF - Total CPU Processor Time - ServerName- Failure RM PERF - Total CPU Processor Time FAILED on CustomerName\Servername at Primary Datacentre for Processor-% Processor Time-Total result 100 Monitor Failed from ServerGuard__ CustomerID:0000___ CustomerPostcode:XXXXXX___ MonitorHost:36398___ AlertName:RM PERF - Total CPU Processor Time___ AlertStatus:FAILED___ Operating System:Microsoft Windows Server 2019 Standard x64___ Service Raised from ServerGuard on 2023-01-24 09:33:02
We are not sure why this is the case, if there' a setting we don't know about in TAv5 that is causing it or why customer emails come in and update to our MySQL database looking fine.
Any pointers, advice would be greatly received!
Thanks.in advance.
- DDaniel Horton @daniel.horton
Hi MattA,
By default the items in both versions of ThinkAutomation remove additional white space when being used as objects for submission into a database to reduce the item's size. The recommendation would be to create an Extract Field and set it to the MSG_Body like this:
Then under the Extract Data option untick Clean and Trim Blanks:
This was likely done previously in ThinkAutomation V4 but may have been overlooked within V5.
Hello
That was similar to how we have it set up, and was in TAv4, I have played a bit with the settings, including how yours are yet our monitoring system emails still come into the database all "squashed" up, customer emails do not and use the same settings, albeit a different Update Dabase process with a few tweaks on how we read the incoming email but not enough to make a difference i don't believe.
If I drop the same email in to TAv5, the database recognises (correctly) that the email has been logged already and will update the initial request in the CRM with a second log and it will show the plain text beautifully in the layout you'd expect, it's using the exact same trigger that the initial log uses so why the initial log gets all squashed up is a mystery.
We use textBody where your example shows FullBody
Update of database task shows the following for textBody
Hope that makes sense!
thanks.
- DDaniel Horton @daniel.horton
Is it possible to provide one of these messages as an EML file in a sample format (so no confidential information) but in a manner that is causing the problem? In ThinkAutomation V5's Message Store you can save a copy of the email as an EML file and share this with us either via an email to support@parkersoftware.com or providing a link to download it.
Its difficult to second guess the issue without seeing the format of the message. My only other thought is that the message is in two parts (HTML and Plain Text) and the HTML object is the only one with spacing/formatting. The plain text is not formed correctly. That could be solved by using the %MSG_HTML% object vs %MSG_Body%.