Sounds like you've done your homework. Have you contacted your support provider?
Just to confirm, these images were not added through the GUI by someone copy/pasting right? There used/is an issue with notifications going out when someone copy/pasted an image instead of using the supported insert image link on RTF fields. I don't believe that is being treated much as a bug because FootPrints does not support copy/pasting images.
No, the images are arriving in the emails that are creating the tickets. I may be wrong but my understanding is that, as the incoming emails are processed, the images (if any) are attached to the newly created ticket as attachments and removed from the resulting "description" field. It looks like some embedded images fall through the cracks and remain in the description field to become a problem when using that field in the notification emails.
I began with BMC support and turned to the communities when it looked like the process stalled. However, I've heard from BMC this morning and they have acknowledged that this is a defect and assured me that it will be resolved in 12.1.08. No ETA. It sounds like they are grouping it together with the issue that you point out, that is, pasting images in the GUI. They have suggested that I train my customers to attach images to the ticket creation emails rather than embedding them. The initial image that brought this issue to my attention was a little telephone next to the phone number in the signature on the customer's email. So, I don't think customer training is going to be enough since all of the problem images are not being actively inserted into the email by the customer.
I'm looking at modifying my email templates but I think including the initial description is important to the customer for ticket identification.
To top it off, Footprints is a new ticketing system for my customers and so the duplicate emails have resulted in additional tickets. On the positive side, this does result in a training opportunity.
Ahh, what's a few extra emails in the grand scheme of things!
I think I've run into a similar issue.
I have created KB articles with embedded images.
When these are added to a ticket, the email that goes out contains no images and I get similar errors in the logs.