Incoming emails (sys_email) have body and body_text populated from the incoming messages - Support and Troubleshooting

Incoming emails (sys_email) have body and body_text populated from the incoming messages Issue background-color: rgb(245, 245, 245); width: 100%; border-spacing:2; } table.internalTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:0; } .sp td{ border-bottom: 1px solid; border-right: 1px solid; border-color:#E0E0E0; background-color: #ffffff; height: 20px; padding-top: .5em; padding-bottom: .5em; padding-left: .5em; padding-right: .5em; } .sphr td{ border-right: 1px solid; border-bottom: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .5em; padding-bottom: .5em; padding-left: .5em; padding-right: .5em; height: 20px; } .title { color: #D1232B; font-weight:; font-size:25px; } .hd1{ color: #D1232B; font-weight:; font-size:18px; } .hd2{ color: #646464; font-weight:bold; font-size:16px; } .hd3{ color: #7a7a7a; font-weight:; font-size:16 px; text-decoration:; } .hd4{ color: #000000; font-weight:bold; font-size:14 px; text-decoration:; } td.c4 {vertical-align: middle; text-align: left;} td.c3 {width: 50; vertical-align: middle; text-align: center;} img.c2 {align: baseline;} hr.c1 {border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;} --> Incoming messages have a body and body text. This information is extracted from the email messages themselves. However, if either the HTML or the text part is not available, that part of the message is auto-populated. When the message body or body text does not contain what we expect, sometimes is difficult to track.

Symptoms: You would like to review the source of the body and body text when The HTML body is not showing as expected The body text contains HTML tags The body text does not contain returns (enter) or breaks. Cause Incoming emails are proceeding as follows:

Contains HTML

Contains plain text

Typical content-type

Results

Yes

multipart/mixed

body and body_text are taken from the incoming email

Yes

No

text/html

body is taken from incoming email. body_text is auto-generated

No

Yes

text/plain

body_text is taken from the incoming email. body is auto-generated. There is a comment on the html that indicates it was auto-generated.

No

multipart/mixed

Inconclusive. Some emails could contain both body and body_text blank.

Resolution To validate the source of the email body and body_text, check the email headers or the content-type set.

e.g. If the content-type is text/plain, the email body_text will be populated from the email itself, but the body (body_html) part will be auto-generated.

Note: Pay special attention to the email content-type. It indicates whether the body or/and body_text was auto-generated or retrieved from the email.

I am afraid most solutions rely on getting the clients to sent the content type correctly, or the data sent correctly. Alternatively, you should be able to workaround the incorrect data on either body or body_text using scripting.