we are receiving html format e-mail , in our service desk mailbox which in turn create a ticket for the user. but the format does not look good as it takes unnecessary space in ticket description.
What version of SDM are you using? CA released an enhancement in 17.1 that should fix this issue.
CA Service Management 17.1 Release Notes - CA Service Management - 17.1 - CA Technologies Documentation
Hello Kunal, as Grant said 17.1 now supports incoming HTML formatted emails. Are you asking how to NOT allow HTML formatted emails and only allow for example Plain text emails? This functionality should be available in your email application.