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Support Article

Incoming email is incorrectly read



Email listeners are considering a portion of email chain as body and rest of it is being used to create ".eml" file.

This is happening since user has upgraded the environment to Pega 7.1.9 from PRPC 6.3.

The source view of the email has multiple <html> starts and end tags it is only considering the first chunk as email body and remaining as ".eml" file.

Basically, email processing stops after the first HTML end tag </html>, and rest of the email part gets ignored.

This is happening only in case if the incoming email has <html></html> tags. If these tags are not there then feature works fine.

The expected behavior is it should read complete email, convert it into PDF, create WorkObject (WO) and attached the PDF to WO.

However, what is seen is the created WO has PDF and .eml file. This extra .eml file is not expected to be created.

Error Messages

Not Applicable

Steps to Reproduce

1. Send a multi conversation email to inbox, wait for the listener to process it. A WO will be created.
2. Check the clipboard (pyBody) for inbound email body

Root Cause

This issue was determined to be a product enhancement request.

Here’s the explanation for the reported behavior:

This is as per design, currently email listener is coded in such a way that it treat the embedded email as attachment and hence the .eml file is being generated.


Here's the explanation to the issue:

1. An alternate solution has been explained to the user, consume the EML file after mapping and get the text content, then append that to the content that goes into the PDF.
2. An enhancement request FDBK-18430 has been created to track the issue.

Published March 3, 2017 - Updated October 8, 2020

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