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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

HTML in incoming mails

Hi all,

first of all keep up the good work! and happy holidays

2 days ago i updated our OSTicket to 1.7.4 ( i want 1.8 but our provider is planning to upgrade php and the start of 2014 ) so for we need to stick with 1.7
Everything was working great and still is except for when a ticket is created from an incoming mail is full of html tags

<table border="0" cellpadding="0" cellspacing="0" width="650">
<td rowspan="2"><a href=""><img src="denied:cid:default.large.gif" alt="image" style="border: 0px; margin-left: 2px; margin-right: 2px; margin-top: 2px; margin-bottom: 2px;" /></a></td>
<td valign="top" align="left"><span style="font-family: Arial; font-weight: normal; font-style: normal; font-size: 20px; color: #006699;">Reminder: Scheduled Backup Missed</span></td>
<td valign="bottom" align="right"><span style="font-family: Arial; font-weight: normal; font-style: normal; font-size: 12px">Generated at: Thu Dec 19 18:58:16 CET 2013</span></td>

<table border="0" cellpadding="5" width="650" cellspacing="0">
<td valign="top">
<p style="font-family: Arial; font-size: 12px"><b><span style="text-decoration: underline;">Backup Schedule Details:</span></b></p>

What is going on? what do i need to do to make OSTicket show the normal text again?


  • Hi, the same for me. In the default templates and the modified as well.
  • This should solve the problem: Enable rich text in ticket thread and autoresponse emails (setting in Admin Panel -> Settings -> Tickets)

    However I experience some strange encoding in my mailbox after turning on.
    Content-Transfer-Encoding: base64
    Content-Type: text/plain; charset=utf-8
    Content-Transfer-Encoding: base64
    Content-Type: text/html; charset=utf-8

  • Hi,

    sorry for the late reply but i dont have that option under settings -> Tickets
  • 1.7 is old at this point and I no longer have a 1.7.x installation to look at but in 1.8.x the option is at:
    Admin panel -> Settings -> Tickets -> Enable HTML Ticket Thread
  • We would love to update but at the moment we are using the soap plugin and that plugin doesnt work after 1.7 :(
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