html tags saving Outlook emails

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  • Updated 1 month ago
This has cropped up with a few customers and i have replicated it myself on our own platform.
When saving emails from Outlook or creating a Case using the integration the resulting content ends up with html tags - as below:

d\plainHi David, 
 d\plain 
 d\plainI hope you are well. I was going to call in case it was easier to go through this on the phone, but thought I would send my question in advance!
 d\plain 
 d\plainI am trying to do a search on max.....

I think we have put this down to any user who has an Outlook profile not configured in 'cached' mode. Namely our customers who access terminal\Citrix based platforms.
I was able to confirm this on our own terminal server and a local Outlook laptop installation by enabling\disabling cache.

Is this something that can be rectified with an update to the Outlook integration?
Thanks
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David Asher - Avrion

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Posted 2 months ago

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David Asher - Avrion

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Update on this - looking at it further for a customer it appears that emails saved to Opportunities or Case create these html tags. Address Books appears ok.
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Sinisa Ristic, Official Rep

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I was not able to reproduce this for email saved to any type of entry using non-cached mode in Outlook.
Please report the issue to support with version of Maximizer, Outlook and Exchange this is happening on.
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David Asher - Avrion

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Hi Sinisa - the only common factor I have found is the Outlook version which is 2013. Save emails to Address Book are fine. Cases and Opportunities produce the tags. Create Case button also saves with tags and enters these into the Case Description also.

Outlook 2013 - 15.0.5137.1000 (May 2019)
(Edited)