Friday, February 22, 2019

Email Case Capture > Messages are Missing/ Truncated

E-mail usually contains a header (from, to, etc.), a message part and attachment parts (if present).
The message part can either contain a single version of the message (plain-text or formatted) or it can be subdivided into more parts containing both versions of the message: plain-text and formatted, and it is up to the recipient's software abilities to display one of them (i.e. if it can not interpret HTML, it chooses plain text).

NetSuite chooses plain-text part if both versions are available.

Below is an example of a message from the customer submitting the case via email case capture which contains the plain-text part, but there is no text there so nothing is stored in NetSuite.

  To, From...
  Content-Type: multipart/alternative; --------->> indicates that there will be more versions of the text
  boundary="----=_Part_111_1111111111.1111111111" --boundary string defined
------=_Part_111_1111111111.1111111111 ------->> start text part
  Content-Type: text/plain;
  Content-Transfer-Encoding: 7bit
  <place for the text message: here EMPTY>
 ------=_Part_111_1111111111.1111111111 -------->> end text part / start formatted part
  Content-Type: text/html; charset=UTF-8
  Content-Transfer-Encoding: 7bit
  <HTML formatted message>
 ------=_Part_111_1111111111.1111111111 --------->>-end formatted part

Why is the text part empty? That is not a NetSuite issue. If it's already missing in the forwarder logs, then nothing will be saved in the case record in NetSuite.

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