[SD-107908] Inline images broken in all outgoing email since upgrade to 14.1 Build 14103

[SD-107908] Inline images broken in all outgoing email since upgrade to 14.1 Build 14103

Hello,

A few weeks ago we performed a major upgrade of our ServiceDesk Plus installation, from version 11 to the most recent 14.1 Build 14103. Soon after, we noticed that inline (not added as separate attachments) images were broken in ALL outgoing email notifications since the upgrade. The images work normally if added and viewed within ServiceDesk Plus itself, but show up as broken (with a red cross icon and "The linked image cannot be displayed") for external email recipients, and remain broken in replies sent back from these recipients.

After inspecting the HTML source of some outgoing email notifications, we noticed the following:

  1. Inline images in notifications sent from version 11 are embedded into the message itself, and referenced as SRC="CID:[Image]" which works as expected.

  2. Inline images in notifications sent from version 14.1 Build 14103 are linked externally, and referenced as SRC="..\mediaFiles\request_notifications\[MonthYear]\NN\[Image]" which does not work.

For obvious reasons, the new behavior above will not work for external email recipients. We did see some changes related to inline images in the release notes (which make sense for the User Portal), but why break the email notifications? All our communication related to requests is carried out through email, and we make extensive use of inline images for troubleshooting and instructions. How do we revert this behavior?

        New to ADSelfService Plus?

          Resources

                    Related Products