Corrupt tickets: I get simple e-mails/post items instead of tickets

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Problem Type : Errors
Problem Category : Public Folder HelpDesk

Q. Sometimes I get some ticket items with yellow note icons in the PF HelpDesk public folder. When I open these yellow note items, they are displayed in a simple e-mail form instead of the ticket form. Why does this happen, and how do I get back my tickets from those yellow notes?

A.
To save corrupt tickets, please use the Fix button under the Maintenance tab in the PF HelpDesk Settings.

This error may appear for four different reasons:
  1. When you add a non-ticket item (like a normal post, e-mail or appointment) directly into the PF HelpDesk public folder.

  2. When the source e-mail from which a ticket will be created has the <OBJECT> html tag.
     
  3.  When the default signature you are using has some form of script embedded into it. We recommend you to use the signature from the PF HelpDesk Settings instead of the Outlook signature.

  4. When several persons have worked with the ticket at the same time.
If the error comes back often, try doing something about your e-mail signature, refer to number 3. above.

And of course, try to avoid working several people with a ticket at the same time!



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