Technote (troubleshooting)
Problem(Abstract)
When using a Lotus Notes / Domino mailbox to create / update Tickets via the Email Listener, items such as Tables are not formatted correctly in the UI if the mail is sent to that mailbox from another Notes user in the same Domino domain.
Symptom
When you create a 4*4 table in a Lotus Notes mail - send it to the mail box in the same Domino Domain this is how the mail is formatted when it gets to Maximo / TPAE.
Cause
Notes to Notes mail is always formatted in Rich Text - not HTML.
Diagnosing the problem
When you use the mail.debug logging as detailed here:
You can see that the mail is received without any HTML tags required by TPAE to format the item correctly:
[05/02/13 15:27:31:322 GMT] 00000042 SystemOut O 05 Feb 2013 15:27:31:322 [INFO] [MXServer] [CID-CRON-488] Email Listener Cron Processing Starts for taskname LSNRCRON instance name LSNR1
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O DEBUG: getProvider() returning javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc]
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O DEBUG: mail.imap.fetchsize: 16384
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O * OK Domino IMAP4 Server Release 7.0.1 ready Tue, 5 Feb 2013 15:44:52 +0000
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O A0 CAPABILITY
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O * CAPABILITY IMAP4rev1 AUTH=PLAIN LITERAL+ NAMESPACE QUOTA UIDPLUS
A0 OK CAPABILITY completed
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O IMAP DEBUG: AUTH: PLAIN
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O DEBUG: protocolConnect login, host=9.180.202.130, user=maximo, password=<non-null>
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O A1 AUTHENTICATE PLAIN
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O +
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O bWF4aW1vAG1heGltbwBtYXhpbW8=
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O A1 OK AUTHENTICATE completed
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O DEBUG: connection available -- size: 1
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O A2 SELECT INBOX
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O * 8 EXISTS
* 0 RECENT
* OK [UNSEEN 8] Message 8 is first unseen
* OK [UIDVALIDITY 1] UIDs valid
* OK [UIDNEXT 1730] Predicted next UID
* FLAGS (\Flagged \Seen \Answered \Deleted \Draft)
* OK [PERMANENTFLAGS (\Flagged \Seen \Answered \Deleted \Draft \*)] Permanent flags
A2 OK [READ-WRITE] SELECT completed
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O 05 Feb 2013 15:27:31:338 [INFO] [MXServer] [CID-CRON-488] Mail Server: 9.180.202.130 E-mail Address: maximo Mail Server connection successful.
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O A3 SEARCH UNSEEN ALL
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O * SEARCH 8
A3 OK SEARCH completed
[05/02/13 15:27:31:338 GMT] 00000042 SystemOut O A4 FETCH 8 (BODY.PEEK[HEADER])
[05/02/13 15:27:31:353 GMT] 00000042 SystemOut O * 8 FETCH (BODY[HEADER] {579}
Subject: Notes Rich Text
Date: Tue, 5 Feb 2013 15:44:26 +0000
Message-ID: <OF4EB6A51C.65890A4B-ON80257B09.0056530A-80257B09.005677FF@xx.xxx.xxx>
To: maximo@xx.xxx.xxx
From: mwilson@xx.xxx.xxx
Content-Type: text/plain; charset=US-ASCII
X-Mailer: Lotus Notes Release 8.5.3 September 15, 2011
MIME-Version: 1.0
X-MIMETrack: Serialize by Router on XXXXX/XXXX(Release 7.0.1|January 17, 2006) at
05/02/2013 15:44:26,Itemize by Router on XXXXX/XXXX(Release 7.0.1|January 17, 2006) at
05/02/2013 15:44:26,Serialize complete at 05/02/2013 15:44:26
)
A4 OK FETCH completed
[05/02/13 15:27:31:353 GMT] 00000042 SystemOut O A5 FETCH 8 (ENVELOPE INTERNALDATE RFC822.SIZE)
[05/02/13 15:27:31:353 GMT] 00000042 SystemOut O * 8 FETCH (ENVELOPE ("Tue, 5 Feb 2013 15:44:26 +0000" "Notes Rich Text" ((NIL NIL "mwilson" "xxx.xxx")) ((NIL NIL "mwilson" "xxx.xxx")) ((NIL NIL "mwilson" "xxx.xxx")) ((NIL NIL "maximo" "xxx.xxx")) NIL NIL NIL "<OF4EB6A51C.65890A4B-ON80257B09.0056530A-80257B09.005677FF@xxx.xxx>") INTERNALDATE "05-Feb-2013 15:44:26 +0000" RFC822.SIZE 1262)
A5 OK FETCH completed
[05/02/13 15:27:31:369 GMT] 00000042 SystemOut O A6 FETCH 8 (BODYSTRUCTURE)
[05/02/13 15:27:31:369 GMT] 00000042 SystemOut O * 8 FETCH (BODYSTRUCTURE ("text" "plain" ("charset" "US-ASCII") NIL NIL "7BIT" 683 12 NIL NIL NIL))
A6 OK FETCH completed
[05/02/13 15:27:31:369 GMT] 00000042 SystemOut O A7 FETCH 8 (BODY[TEXT]<0.683>)
[05/02/13 15:27:31:369 GMT] 00000042 SystemOut O * 8 FETCH (BODY[TEXT]<0> {683}
|-----------------+-----------------+-----------------+-----------------|
|1,1 |2,1 |3,1 |4,1 |
|-----------------+-----------------+-----------------+-----------------|
|1,2 |2,2 |3,2 |4,2 |
|-----------------+-----------------+-----------------+-----------------|
|1,3 |2,3 |3,3 |4,3 |
|-----------------+-----------------+-----------------+-----------------|
|1,4 |2,4 |3,4 |4,4 |
|-----------------+-----------------+-----------------+-----------------|
FLAGS (\Seen))
A7 OK FETCH completed
[05/02/13 15:27:31:369 GMT] 00000042 SystemOut O 05 Feb 2013 15:27:31:369 [ERROR] [MXServer] [CID-CRON-488] ##isMimeType = text: true
[05/02/13 15:27:33:010 GMT] 00000042 SystemOut O A8 STORE 8 +FLAGS (\Seen)
[05/02/13 15:27:33:010 GMT] 00000042 SystemOut O * 8 FETCH (FLAGS (\Seen))
A8 OK STORE completed
Resolving the problem
When a Notes user sends to the mailbox Maximo is using the Notes client looks up the address of this mail box and when it finds in the Domino Directory, the client realises it's an internal email and formats in Notes Rich Text.
To force the Notes client to send in HTML format you have to create a Local Address Book entry for the mailbox Maximo uses with the appropriate internet address.
Then in the Location document being used set the following in the Mail Tab for the Address Look up:
Recipient Name Look up: Stop After First Match
Mail Addressing: Local then Server
Also in the Client Preferences, Mail, Internet section make sure the format is HTML
Now when a 4*4 table is sent and processed by Maximo this is seen in the debug log:
[05/02/13 15:30:01:322 GMT] 00000042 SystemOut O 05 Feb 2013 15:30:01:322 [INFO] [MXServer] [CID-CRON-532] Email Listener Cron Processing Starts for taskname LSNRCRON instance name LSNR1
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O DEBUG: getProvider() returning javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc]
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O DEBUG: mail.imap.fetchsize: 16384
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O * OK Domino IMAP4 Server Release 7.0.1 ready Tue, 5 Feb 2013 15:47:22 +0000
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O A0 CAPABILITY
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O * CAPABILITY IMAP4rev1 AUTH=PLAIN LITERAL+ NAMESPACE QUOTA UIDPLUS
A0 OK CAPABILITY completed
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O IMAP DEBUG: AUTH: PLAIN
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O DEBUG: protocolConnect login, host=9.180.202.130, user=maximo, password=<non-null>
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O A1 AUTHENTICATE PLAIN
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O +
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O bWF4aW1vAG1heGltbwBtYXhpbW8=
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O A1 OK AUTHENTICATE completed
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O DEBUG: connection available -- size: 1
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O A2 SELECT INBOX
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O * 9 EXISTS
* 0 RECENT
* OK [UNSEEN 9] Message 9 is first unseen
* OK [UIDVALIDITY 1] UIDs valid
* OK [UIDNEXT 1731] Predicted next UID
* FLAGS (\Flagged \Seen \Answered \Deleted \Draft)
* OK [PERMANENTFLAGS (\Flagged \Seen \Answered \Deleted \Draft \*)] Permanent flags
A2 OK [READ-WRITE] SELECT completed
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O 05 Feb 2013 15:30:01:338 [INFO] [MXServer] [CID-CRON-532] Mail Server: 9.180.202.130 E-mail Address: maximo Mail Server connection successful.
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O A3 SEARCH UNSEEN ALL
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O * SEARCH 9
A3 OK SEARCH completed
[05/02/13 15:30:01:338 GMT] 00000042 SystemOut O A4 FETCH 9 (BODY.PEEK[HEADER])
[05/02/13 15:30:01:353 GMT] 00000042 SystemOut O * 9 FETCH (BODY[HEADER] {481}
To: maximo@xxx.xxx
Subject: Internet Mail
Message-ID: <OF5A66F37C.CCD275E3-ON80257B09.0056A444-80257B09.0056BC22@xxx.xxx>
Date: Tue, 5 Feb 2013 15:47:20 +0000
From: mwilson@xxx.xxx
Content-Type: text/html; charset="US-ASCII"
MIME-Version: 1.0
X-Mailer: Lotus Notes Release 8.5.3 September 15, 2011
X-MIMETrack: Serialize by Router on XXXXX/XXXX(Release 7.0.1|January 17, 2006) at
05/02/2013 15:47:20,Serialize complete at 05/02/2013 15:47:20
)
A4 OK FETCH completed
[05/02/13 15:30:01:353 GMT] 00000042 SystemOut O A5 FETCH 9 (ENVELOPE INTERNALDATE RFC822.SIZE)
[05/02/13 15:30:01:353 GMT] 00000042 SystemOut O * 9 FETCH (ENVELOPE ("Tue, 5 Feb 2013 15:47:20 +0000" "Internet Mail" ((NIL NIL "mwilson" "xxx.xxx")) ((NIL NIL "mwilson" "xxx.xxx")) ((NIL NIL "mwilson" "xxx.xxx")) ((NIL NIL "maximo" "xxx.xxx")) NIL NIL NIL "<OF5A66F37C.CCD275E3-ON80257B09.0056A444-80257B09.0056BC22@xxx.xxx>") INTERNALDATE "05-Feb-2013 15:47:20 +0000" RFC822.SIZE 1384)
A5 OK FETCH completed
[05/02/13 15:30:01:353 GMT] 00000042 SystemOut O A6 FETCH 9 (BODYSTRUCTURE)
[05/02/13 15:30:01:353 GMT] 00000042 SystemOut O * 9 FETCH (BODYSTRUCTURE ("text" "html" ("charset" "US-ASCII") NIL NIL "7BIT" 903 16 NIL NIL NIL))
A6 OK FETCH completed
[05/02/13 15:30:01:353 GMT] 00000042 SystemOut O A7 FETCH 9 (BODY[TEXT]<0.903>)
[05/02/13 15:30:01:853 GMT] 00000042 SystemOut O * 9 FETCH (BODY[TEXT]<0> {903}
<table border width=100%>
<tr valign=top>
<td width=25%><font size=2 face="sans-serif">1,1</font>
<td width=25%><font size=2 face="sans-serif">2,1</font>
<td width=25%><font size=2 face="sans-serif">3,1</font>
<td width=25%><font size=2 face="sans-serif">4,1</font>
<tr valign=top>
<td><font size=2 face="sans-serif">1,2</font>
<td><font size=2 face="sans-serif">2,2</font>
<td><font size=2 face="sans-serif">3,2</font>
<td><font size=2 face="sans-serif">4,2</font>
<tr valign=top>
<td><font size=2 face="sans-serif">1,3</font>
<td><font size=2 face="sans-serif">2,3</font>
<td><font size=2 face="sans-serif">3,3</font>
<td><font size=2 face="sans-serif">4,3</font>
<tr valign=top>
<td><font size=2 face="sans-serif">1,4</font>
<td><font size=2 face="sans-serif">2,4</font>
<td><font size=2 face="sans-serif">3,4</font>
<td><font size=2 face="sans-serif">4,4</font></table>
<br>
FLAGS (\Seen))
A7 OK FETCH completed
[05/02/13 15:30:01:853 GMT] 00000042 SystemOut O 05 Feb 2013 15:30:01:853 [ERROR] [MXServer] [CID-CRON-532] ##isMimeType = text: true
[05/02/13 15:30:01:947 GMT] 00000042 SystemOut O A8 STORE 9 +FLAGS (\Seen)
[05/02/13 15:30:01:963 GMT] 00000042 SystemOut O * 9 FETCH (FLAGS (\Seen))
A8 OK STORE completed
And this is the table received in Maximo / TPAE.
| Segment | Product | Component | Platform | Version | Edition |
|---|---|---|---|---|---|
| Systems and Asset Management | IBM SmartCloud Control Desk | ||||
| Systems and Asset Management | Tivoli Change and Configuration Management Database | ||||
| Systems and Asset Management | Tivoli Asset Management for IT | ||||
| Systems and Asset Management | Tivoli Service Request Manager |
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