Allow for Outlook MSG file support
Currently when an outlook MSG file is sent into Service-Now from an email it corrupts and becomes unreadable. Would be great if this format was supported.
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Paul Wray commented
Hi Nick,
We have the same issue - ServiceNow is converted the MSG file into 'RFC-822' format; which although still readable it is only of value if you are interested in the body of the email. If you are interested in the header information of the original email then it has been lost.
I recently lodged this with ServiceNow as a bug - just waiting on a response.
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Nick commented
Oh and to answer your questions
We have our Service-Now instance setup to automatically log jobs from emails which our staff like to forward MSG files within their own emails. Eg. Selecting a bunch of emails and selecting the "Forward Items" option. This then attaches these into Service-Now automatically and corrupts the format so that our staff have to manually go into the receiving mailbox and detach and reattach the attachments into the calls.
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Nick commented
Hi Matt,
I had tried to look into this but could not find any other topics remotely related to the matter, as you pointed out, who else does it???
However when saving the MSG files out of Service-Now the formatting on the file changes therefore my thinking was that it is related to Service-Now grabbing the file and changing it on entry.
I could be wrong though :-s
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AdminMatt Beran (Admin, ServiceNow) commented
Elad,
Let me ask a question for perspective: do you know any other applications that have native .msg support? -
Elad Shapiro commented
The problem is not with the initial msg files but with any msg files contained within the msg file. Sometimes we get users sending us an email message within an email message which has a pdf. We can't access the msg file within the msg file so therefore we can't get to the pdf.
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AdminMatt Beran (Admin, ServiceNow) commented
I believe this is actually a restriction on your e-mail server, or the way that outlook natively uses .msg files. I'm going to ask you about process at this point so be wary:
1) What does an MSG file give you that Service-now cannot provide using the comments to/from user field?
2) Can you export your e-mails as other files (we typically use PDF, HTM, or TIFF if we need header info)If you'd like to talk about this more, feel free to contact me directly! mattberan [at] gmail.com