<span style="font-family: courier new,monospace;">Hello,</span><br style="font-family: courier new,monospace;"><span style="font-family: courier new,monospace;">I have been using:</span><br style="font-family: courier new,monospace;">
<span style="font-family: courier new,monospace;"><a href="http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail">http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail</a></span><br style="font-family: courier new,monospace;">
<span style="font-family: courier new,monospace;">from the wiki to let my RT users set ownership and status from email. I'm using the first technique on the above referenced wiki article. This technique has been working fine for at least a couple of months. Our users use this feature either from Outlook or from their Blackberry. We use MS Exchange. Our mail admin recently re-did the Exchange server. The Scrip still works fine from Outlook, but it does not work from the Blackberry devices. As I dug deeper, I found that messages from the Blackberry devices are being converted to HTML. RT ends up with two messages for each email sent from the Blackberry: one listed as text/plain, and the other listed as text/html. Despite the fact that there are two forms of the same message, neither works.
</span><br style="font-family: courier new,monospace;"><span style="font-family: courier new,monospace;">Like I said earlier, this still works from Outlook, just not from the Blackberry devices. Below is a copy of what appears in the content. Outlook is replying to the message with plain text. When a message goes through the Blackberry, it gets converted to HTML - apparently by Exchange. I attached a screenshot of what the transaction looks like. Below is the content of each.
</span><br style="font-family: courier new,monospace;"><br style="font-family: courier new,monospace;"><span style="font-family: courier new,monospace;">(text/plain)</span><br style="font-family: courier new,monospace;"><pre style="font-family: courier new,monospace;">
Set-owner:MikeHamilton<br>Stuff goes here<br><br>(text/html) (source)<br><span class="doctype"><!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN"></span><br><<span class="start-tag">HTML</span>><br><
<span class="start-tag">HEAD</span>><br><<span class="start-tag">META</span><span class="attribute-name"> HTTP-EQUIV</span>=<span class="attribute-value">"Content-Type" </span><span class="attribute-name">
CONTENT</span>=<span class="attribute-value">"text/html; charset=utf-8"</span>><br><<span class="start-tag">META</span><span class="attribute-name"> NAME</span>=<span class="attribute-value">"Generator"
</span><span class="attribute-name">CONTENT</span>=<span class="attribute-value">"MS Exchange Server version 6.5.7638.1"</span>><br><<span class="start-tag">TITLE</span>>Re: [SJVC Support #14704] AutoReply: Test Ticket - Scrips</
<span class="end-tag">TITLE</span>><br></<span class="end-tag">HEAD</span>><br><<span class="start-tag">BODY</span>><br><span class="comment"><!-- Converted from text/plain format --></span><br><br><
<span class="start-tag">P</span>><<span class="start-tag">FONT</span><span class="attribute-name"> SIZE</span>=<span class="attribute-value">2</span>>Set-owner:MikeHamilton<<span class="start-tag">BR</span>>
<br>Stuff goes here<<span class="start-tag">BR</span>><br></<span class="end-tag">FONT</span>><br></<span class="end-tag">P</span>><br></<span class="end-tag">BODY</span>><br></<span class="end-tag">
HTML</span>><br><br></pre><br style="font-family: courier new,monospace;">