The built in Email Conversation feature is the preferred method for sending manual notifications in Track-It!.

It can be bypassed by making a change to a configuration file that will mean that the Technician’s local email client is used instead, which is when this issue is encountered. This configuration change is not recommended and is not supported.

When using Outlook instead of the built-in Email Conversation feature, a manual notification to Requestor or Technician will open in a new Outlook message as expected, but there will be some line breaks and\or HTML code in the message. It appears that the the message is in plain text, and the HTML code is displayed as code.



 

Workaround - Use the built in Email Conversation feature in Track-It!, so that the manual notifications will be handled by Track-It!. This takes Outlook out of the picture, and also keeps the conversation recorded in Track-It!

Instructions:

1. On the Track-It! server open the following directory. This path will vary depending on the version of Track-It!:
   
   Track-It! 10.5 and 11.x upgrades
   C:\Program Files\Numara Software\Numara Track-It!\Track-It! Services\ConfigurationData
   
   Track-It! 11.x new
   C:\Program Files\BMC Software\Track-It!\Track-It! Services\ConfigurationData
    
2. Open the Numara.TrackIt.Business.HelpDesk.xml (v10.5) or TrackIt.Business.HelpDesk.xml (v11) with Notepad.
3. Locate the "EmailConversationManagement" section and change the false value to true as shown below:
   
   <section name="EmailConversationManagement">
   <enabled>true</enabled>
   </section>
    
4. After making the change, save the file.
5. Close and re-open Technician Client.

Clicking Email Requestor or Email Technician will now open within Track-It, using the Email Conversation feature.

If you are experiencing this issue and would like to continue to use Outlook, please open a new support case and refer to Track-It! Defect number: DRZOZ-4240 - Manual Email Notifications in Track-It! 11.4 SP1 using Outlook instead of Email Conversation show plain text and HTML code.

Your case will be associated with the defect, and you will be able to view the defect status in your case in the Defects/RFEs/CARs section.