Service Desk Manager 17.1 / 17.1.x
Gmail formats HTML content slightly different than other email clients do. It adds additional meta characters (example: *text* for text ). These characters are present even in the plain-text version of the formatted email content. Other email clients (example: Microsoft Outlook) does not insert any such characters on the plain-text version of such emails.
Maileater basically looks at the plain-text version of the emails to process the content and does not perform any additional parsing on the content. At this time maileater works under the assumption that the plain-text version does not have any additional meta characters like the ones above.
Because of the same, maileater now will not be able to parse the attribute value pairs properly. So, %STATUS=CLOSED as its parsed as *%STATUS=CLOSED* .
As *%STATUS is not an SDM attribute, its treated as if its just text that needs to go to description of an activity log comment or something similar.
So, it is our recommendation at this time that, if there are any such attribute/value pairs that need to be sent to maileater, that those be sent in un-formatted text to keep consistency between different email clients.
SDM email notifications being sent out (to which customers reply, to update tickets etc.,) should not have formatted text for the SDM attribute value pairs because of the above findings.