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

message is cut after new line


we made new email account and when someone send mail from Outlook in osTicket message is cut off after double new line. If someone write in Outlook mail:

Some text...

In osTicket we see just Hello,

Have someone the same experience and maybe some ideas for the solution? 

Thank you!


  • Please provide more info, like osTicket version, Outlook version, Plain-Text or HTML email, osTicket Reply Separator Tag to cut emails and so on, so we can better assist you. See also:
  • @Chefkeks thank you for your reply and instructions. Here are aditional data:
    osTicket v1.6 ST
    Outlook v2013
    HTML text (in plain text is OK)
    Reply Separator Tag: -- nachstehenden Text bitte nicht bearbeiten --
    Current PHP version: 5.2.17
    System Windows NT SERVER-DB-04 6.0 build 6002

    MIME-Version: 1.0
    Received: from srv-xx-mx-01.local (x.x.x.x) by srv-xx-mx-01.local
     (x.x.x.x) with Microsoft SMTP Server (TLS) id 15.0.913.22 via Mailbox
     Transport; Wed, 20 Jan 2016 13:20:03 +0100
    Received: from srv-xx-mx-01.local (x.x.x.x) by srv-xx-mx-01.local
     (x.x.x.x) with Microsoft SMTP Server (TLS) id 15.0.913.22; Wed, 20 Jan
     2016 13:20:02 +0100
    Received: from srv-xx-mx-01.local ([fe80::44e4:315:ca3c:6ce9]) by
     srv-xx-mx-01.local ([fe80::44e4:315:ca3c:6ce9%12]) with mapi id
     15.00.0913.011; Wed, 20 Jan 2016 13:20:02 +0100
    From: Karno Bozi <>
    To: fm-helpdesk <>
    Subject: testKarno
    Thread-Topic: testKarno
    Thread-Index: AdFTfNT/ocbmMKyeQ7iyhBy2jufxhw==
    Date: Wed, 20 Jan 2016 13:20:02 +0100
    Message-ID: <38c415b54b874f6d8092f7fd5d2da003@srv-xx-mx-01.local>
    Accept-Language: de-DE, de-AT, en-US
    Content-Language: de-DE
    X-MS-Exchange-Organization-AuthAs: Internal
    X-MS-Exchange-Organization-AuthMechanism: 04
    X-MS-Exchange-Organization-AuthSource: srv-xx-mx-01.local
    X-MS-Has-Attach: yes
    X-MS-Exchange-Organization-SCL: -1
    Content-Type: multipart/related;

    In osTicket I see:
    "This is my HTML test"

    Original message from Outlook2013:

    This is my HTML test



    With 2 CRLF

    And one
    aditional text line.


    Karno Bozi

  • Wow, 1.6 ST is really old and I never played around with that - started using osTicket with 1.9. series - even though I watched and tested several 1.7 and 1.8 releases. Beside that, 1.6 is not supported anymore and my guess it that it's an HTML driven error since you wrote that in plain/text everything is ok.

    My suggestion is therefore to upgrade to the latest version (1.9.12).
    Please note that this version will at least require PHP 5.3 (since you're running 5.2) and the upcoming (not released, but hopefully soon) osTicket version 1.10 will require PHP 5.4 (as far as I know)

    Regarding the upgrade itself, take a look at the following discussion:

    Since I can see on your reply separator tag that you're probably German or can at least speak/write German, you can also contact me in German via Private Messages ;)

  • I know that v1.6 ST is old. We wont make upgrade because we made a lot of custom modifications and we will loose them with upgrade.
    It's strange that message is cut off just with new department we made few days ago and we using the same settings and even templates. And is happen just with HTML mail. If we send the same message to old department is OK. I think that problem is not in the code but in some setting.
    Thank you for help. I appreciate it. Maybe I will contact you via private Message. Thank you for offer :)
  • I'm sorry but 1.6 reached end of life support a while ago. 
    There were many email issues in that version, including one that sounds like you are describing.
    You should upgrade.
  • The problem was in settings on Mailserver. When
    we make new user account on Exchange server we have to set the right protocol
    settings under Attribute Editor: This problem occured just in HTML
    emails in new Outlook which use new parser for HTML - new tags like <o:p>
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