Workaround: The inline images in the mail sent from SDP aren't rendered properly in Thunderbird Mail Client
Issue:
The inline images in the mail sent from SDP aren't rendered properly in Thunderbird Mail client.
Reason and workaround :
This is due to improper content-type header set in the mail which isn't upto the MIME standard. However, the mails are rendered properly in all other standard mail clients say, Gmail, Zoho, Outlook etc. We have acknowledged this and created an issue id for this, SD-119580. Since, fixing this issue involves lot of changes and not many customers have reported this, we have mentioned the workaround for this for now. This involves executing an "update query" in the database. So, please backup your database once before executing this.
Steps to apply workaround
1. Connect to the database. Check this article for the steps - https://pitstop.manageengine.com/portal/en/kb/articles/how-to-connect-to-the-servicedesk-database (To know the bundled pgsql server password, execute the script "decryptPostgresPassword.bat(.sh)" script file)
2. Execute the below update query
update globalconfig set paramvalue='related' where parameter like 'SubType';
3. Restart the application service.
4. Check for the issue.
If the issue still exists, enable email debug option (In Admin >> Incoming tab >> Enable Email Debug checkbox) and recreate the issue. Share us the logs folder (For eg: C:\Program Files\ManageEngine\ServiceDesk\logs folder) for analysis.
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