Remedy - Server - Microsoft Outlook client for Android platform removes line break causing email approval not working

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System Server


    APPLIES TO:

    AR System configured with email based approval using Microsoft Outlook client 4.0.90



    PROBLEM:

    Email based approval does not work as expected using Microsoft "Outlook" on Android client.
    When email is sent for approval or rejection then approver get below error informing failure.

    Instruction:
    Instruction Number: 0
    Instruction Template:

    Message Type:
    Message Number: 4934
    Message Text: The modify key in the incoming modify action email message is invalid. Make sure that the modify key was not modified.
    Appended Text: 28578785


    Issue reported using Microsoft "Outlook" application version 4.0.90 installed on Android client  

    For approval functionality to work as expected AR System Server email engine expect response in below format. As carriage returns are removed and format is changed, email engine is not able process incoming approval emails as expected.

    ****************************************************
    #DO NOT MODIFY FOLLOWING TEXT#
    Action:Modify
    Server:arserver
    Schema:AP:Detail-Signature
    Request ID: 000000000000101|000000000000203
    Approval Status!13191!:1

    Status Template:Approval_By_Email_Status_en
    Result Template:Approval_By_Email_Result_Approve_en
    ##Modify##:[$$KyM6XwXlohCIJvQohy2xQeT/5fmMWu1RqnQMTcukprFB7V9ZESrLu5QGRLjqY8xc/33r5Z8K9Fg=$$]

    ****************************************************

    Line break (Carriage returns) are removed in reply email using "Outlook" client while replying email and email received in remedy looks as shown below image.

     
     
      Screenshot from customer env
      
      

     


    CAUSE:

    Line breaks are removed by Outlook version 4.0.90 (and maybe earlier versions) installed on Android client


    SOLUTION:

    Microsoft have fixed issue in "Outlook" application version 4.1.1. Upgrade Microsoft Outlook client to latest version on Android Client.


    Article Number:

    000182330


    Article Type:

    Solutions to a Product Problem



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