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

Ticket's text is been trimmed by osTicket

Hi all,

We’ve recently installed osTicket in our institution to support our clients. Nonetheless, after having it running fine for a month, we’ve just realized that in some tickets from our clients, or even some replies from us, part of the content is being trimmed without any apparent reason.
As example, part of the following text gets trimmed in either incoming tickets (via email) or replies (outgoing emails):

1. blablabla blablabla (the content that follows is being trimmed from emails by osticket, starting now <0.2%; blablabla (blablabla. <1%; ~2385/239981 blablabla?
2. And then text resumes here.

Can someone let me know why this happens and sort out a solution to avoid this?
Our system details are:
osTicket Version: v1.10 (901e5ea)
Web Server Software: Apache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips PHP/5.6.31 Phusion_Passenger/4.0.53
MySQL Version: 5.5.52
PHP Version: 5.4.16 (note: we know this is outdated, but unfortunately, at the moment, we cannot update it since there are other software in same server that are not compatible with newer versions)
No mods have been installed.

Thank you in advance for your help.

Comments

  • Can you construct an example with lorem ipsum text and show us the chopped version? I'd love to know what could cause that, I'm suspicious that it's an html parser error, but without the original email (in raw format) and the distorted text, it would be hard to find.

    I'd suggest 15 paragraphs generated from http://www.lipsum.com, which is quite a chunk of text.
  • Hi Grizly,

    thank you for your reply.
    Here is an example of an email that is sent to osticket and the outcome on osticket side, once it fetches it (note: same happens for reverse situation, i.e., reply sent by osticket to the original sender). I've marked in yellow what is trimmed.

    Original text (Sent via email (html) to osTicket)

    1.       Lorem
    ipsum dolor sit amet, consectetur adipiscing elit. Praesent faucibus molestie
    eleifend. Ut pulvinar nibh eget eros convallis posuere. Vestibulum id nisl
    nunc. Mauris sagittis bibendum velit at aliquet. Integer vulputate lorem quis
    leo convallis, quis tempor erat elementum. Suspendisse leo velit, mattis a
    pharetra ac, ultrices non felis. Suspendisse consequat, velit ac mollis
    commodo, justo metus malesuada nisi, eu gravida tortor tortor vel diam. Sed
    convallis risus et pellentesque blandit. Pellentesque ut placerat lacus. Aenean
    <0.2%; example ~430/216337 Lorem ipsum) Ut porttitor mauris eros, eu
    tincidunt eros pellentesque a 103 (freq. <1%; ~2385/239981 Lorem ipsum).
    Nulla aliquet augue quis condimentum sollicitudin?

    2.       Etiam
    felis dolor, consequat sit amet aliquet et, mollis a diam. Phasellus sed lorem
    at orci imperdiet vestibulum non ultrices turpis. Maecenas ut arcu vulputate,
    gravida sem ac, rhoncus nisi. Nunc egestas in augue ac eleifend.

    Parsed text (as it reaches osTicket)

    Lorem ipsum dolor sit
    amet, consectetur adipiscing elit. Praesent faucibus molestie eleifend. Ut
    pulvinar nibh eget eros convallis posuere. Vestibulum id nisl nunc. Mauris
    sagittis bibendum velit at aliquet. Integer vulputate lorem quis leo convallis,
    quis tempor erat elementum. Suspendisse leo velit, mattis a pharetra ac,
    ultrices non felis. Suspendisse consequat, velit ac mollis commodo, justo metus
    malesuada nisi, eu gravida tortor tortor vel diam. Sed convallis risus et
    pellentesque blandit. Pellentesque ut placerat lacus. Aenean



    Etiam felis dolor, consequat sit amet aliquet et, mollis a diam. Phasellus sed
    lorem at orci imperdiet vestibulum non ultrices turpis. Maecenas ut arcu
    vulputate, gravida sem ac, rhoncus nisi. Nunc egestas in augue ac eleifend.

    We have done some tests on our own, and realized that this situation only happens when the numbering list is used in this text. So has you mentioned, it should be some sort of html misinterpretation when both "<" and numbering list are combined.

    Problem is, where and how can we fix this...

  • This

    <0.2%; example ~430/216337 Lorem ipsum) Ut porttitor mauris eros, eu
    tincidunt eros pellentesque a 103 (freq. <1%; ~2385/239981 Lorem ipsum).
    Nulla aliquet augue quis condimentum sollicitudin?

    Is probably being interpreted as malformed HTML and being stripped.
  • Is there any way to disable such stripping?
    Unfortunately, that combination may be very common in our client's communications.
  • You can change this at the code level (last time I checked)  but its not in just one place that you have to change things.  Please see this thread:

  • Thank you ntozier for the suggestion.
    Will have a look and see if it solves the situation, and report back.

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