Can anyone help?

I have the same issue. Any ideas?

Hi Steve,

the problem is the e-mail format used by outlook (Multipart Content-Type). If your CRM E-mail Management Server receives an outlook e-mail with encapsulated e-mail bodies (plain Text, RTF and HTML), it will return an automatic response in the same e-mail format. In case you are using MS Exchange to route your e-mails the management server cannot handle the encapsulation properly and the e-mail returned will look quite strange. As far as I know, you can use other mail server software, such as hMailServer and it will work. Sage told me that this problem will be fixt in one of the future versions. I don’t know whether the latest version has fixed this problem.

This is how I understood it without any warranty.

I hope it will help you.

msdn.microsoft.com/.../aa493937(v=exchg.140).aspx

Sam

Hi folks,

Sam's answer is pretty much correct. We had an issue whereby the Email Manager assumed that if it received an email with a single text part, then it was a text/plain email message (since HTML messages would generally be sent with an alternative plaintext version in a preceding region). This can happen as a result of a client being set to only send the rich text part (rather than multipart/alternative), or if Exchange discards the initial text/plain section before transmission to the client (assuming that the client would only be interested in the HTML part).

The end result of this is that the Email Manager would send a response in plain text including the headers from the sub-region. This might also display with visible HTML tags, depending on the client. Here's a screenshot from my testing - I think it looks fairly similar to what Sam has posted above:

A fix was completed for this last year - it's in the 2018 R1 Email Manager. We haven't back-tested the Email Manager, but that version should work well in all 2017 releases. You just need to stop the existing service, drop in the newer EXE and restart the service.

Thanks,
Rob

Hi,

is this issue has been already fixed and if so in which version of sage crm ?

I've asked my colleagues in L3.  I can't find reference to this in the Release Notes.  But sometimes things get fixed but not mentioned in the documentation.