Service Desk Tickets HTML not displaying correctly - Troubleshooting Checklist (4263351)

After upgrading to KACE SMA 9.1.317 Service Desk could encounter issues on encoding and handling HTML. The majority of HTML issues could be considered cosmetic, unfortunately this affects the designed Service Desk behavior.

When encountering HTML issues on Service Desk please address the following Troubleshooting Checklist to gather information for analysis.

HTML/Email issue Checklist:

• What are the Locale Settings in KACE SMA? Go to Settings | Control Panel | General Settings. Please confirm language.
• What are the Locale/Language settings for the Email Client
• Is aggressive HTML sanitization enabled? Go to Service Desk | Configuration | Queues | select desired queue. Scroll down to "Enable aggressive HTML sanitization".

NOTE: What happens if changed? Does it reflect the same issue?

• Ticket Creation Method. How is the Ticket Created? Via Portal / Via Email
• What happens when submitting ticket from the webui? Same issues?
• If created via email, which tools are used?
  • Outlook
  • Gmail
  • OWA - Webmail

NOTE: Try ALL possible applications. Re-create issue with other applications, as HTML are like browsers; Multiple options need to be tested.

• What happens if email is set with Plain Text settings from the application? (ALL applications above have this option)
• What content-type character encoding is used?
  • UTF-8
  • ISO-8859-1
  • Other? Please confirm.

• What happens with a new ticket created? (Please clarify with details)
• Does this issue involves outgoing mail notifications?
• If it involves mail notifications, is HTML/Markdown enabled for each outgoing template? Go to Service Desk | Configuration | Service Desk Queue Email settings and customize Emails on events.
• Is ticket submission automated by third party application/device/service/solution or Custom Ticket Rule?

NOTE: What does the automation do to send email? Is it a form, a tool or application?

• Inconsistencies in Summary field or Comment field? Is the summary and comment field the same?
• If ability for editing comments enabled, copy the HTML code from comment to analyze tags.
• If this issue can be recreated, please provide numbered steps to do so.
• Please gather all screenshots possible for better understanding of the issue

In SMA 10.0 we integrated a new feature to send email templates as HTML. This allows the appliance to input HTML code into the email template and render accordingly.

Please go to Service Desk | Configuration | Customize Email Templates > Customize Email (Desired template) ie. Screenshot below  (SMA version 14.x)

Please contact Quest KACE Technical Support to resolve this issue.