This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.
Remedy AR System Server
AR System Server
Finding the Modify Key string from initial outgoing email from Remedy and the Modify Key string in email that end user receives is the same.
When the reply to approval the email is performed, the Modify Key string found in the incoming mailbox on the gmail server has changed.
Remedy is receiving the email message with the Modify Key different.
Encounter ARERR 4934 - The modify key in the incoming modify action email message is invalid.
Related link for details on the issue:
Special characters are not being interpreted correct from gmail cliient which cause reply in message to be in one single line instead of required separate lines.
1.Modify the approval template - Approval_By_Email_Content_en.html.
2.Remove the <br> from the line break formatting to successfully use text Rich Text and Plain Text from Gmail.
3.Save template and test further.
The following modification works.