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

Email fetching, no body for HTML emails

Hi all,

I'm running Version 1.7 RC5 on a Windows XP Pro SP3 machine.
Our mailserver is Exchange 2010 SP2.

When fetching email, the ones that are plain text are fetched perfectly.
However, when the mail was created in Outlook in HTML the body comes up empty in osTickets. Well, not always, but 9 out of 10 for sure.
When sent from OWA it looks kinda OK, except for the following tag that is showing:
"P {MARGIN-TOP: 0px; MARGIN-BOTTOM: 0px}"

Looks familiar to anyone?

Thanks!

Comments

  • Kris - can you please upgrade to RC6 and let us know if you're still seeing the issue.

    osTicket strips html tags - which can be problematic if they're unbalanced - RC6 attempts to balance tags before tripping.
  • Hmmm I spent hours translating RC5 to Dutch, so I'm not really looking forward to do it again.....

    Can't I just replace the faulty code? :)

    --UPDATE--

    Just tried a fresh install of RC6. The problem persists.... :(
  • Can you please send me raw original text/source of one such email? PM me or email it to peter at osticket dot com.

    As for translations, you can merge the changes upstream if you're using git to manage your code revisions. We plan on adding multilingual support starting with v1.8.
  • Hi Peter,

    Sent you a PM last friday. Did you receive it?
  • sounds similar to my issue

    I believe it's since upgrading from 1.7 RC5 to 1.7 RC6 that this has existed. I also tried a fresh install of RC6, replacing only the ostconfig.php to reconnect to the existing MySQL db and it persists. I am getting the e-mail header, then a whole bunch of HTML-like code, then the body and signature at the bottom like this below. Note we are using hosted Exchange 2010 (Microsoft Office 365) and POP mail access.


    <!--
    /* Font Definitions */
    @font-face
    {font-family:\"Tms Rmn\";
    panose-1:2 2 6 3 4 5 5 2 3 4;}
    @font-face
    {font-family:\"Cambria Math\";
    panose-1:2 4 5 3 5 4 6 3 2 4;}
    @font-face
    {font-family:Calibri;
    panose-1:2 15 5 2 2 2 4 3 2 4;}
    /* Style Definitions */
    p.MsoNormal, li.MsoNormal, div.MsoNormal
    {margin:0in;
    margin-bottom:.0001pt;
    font-size:11.0pt;
    font-family:\"Calibri\",\"sans-serif\";}
    a:link, span.MsoHyperlink
    {mso-style-priority:99;
    color:#0563C1;
    text-decoration:underline;}
    a:visited, span.MsoHyperlinkFollowed
    {mso-style-priority:99;
    color:#954F72;
    text-decoration:underline;}
    span.EmailStyle17
    {mso-style-type:personal-compose;
    font-family:\"Calibri\",\"sans-serif\";
    color:windowtext;}
    .MsoChpDefault
    {mso-style-type:export-only;
    font-family:\"Calibri\",\"sans-serif\";}
    @page WordSection1
    {size:8.5in 11.0in;
    margin:1.0in 1.0in 1.0in 1.0in;}
    div.WordSection1
    {page:WordSection1;}
    --><!--[if gte mso 9]>

    <![endif]--><!--[if gte mso 9]>


    <![endif]-->
  • The issue is related to Outlook formatted emails - fix in develop branch (v RC6+).
  • fixed

    Thanks! Just did a fresh install with git development branch and it's working properly now.
  • @cdnwetzel - Thank you for the update.
  • Or you can just have people using outlook shut off the Outlook attachment formatting. This should work:

    Tools -> Options -> Mail Format (tab) -> Internet Format -> Convert to HTML Format
  • Incoming HTML emails in 1.7 STABLE

    Hi,
    we have a problem with reading messages in osticket. Body message is:

    body{
    font-family: Arial, Helvetica, sans-serif;
    font-size: 72%;
    color: #535353;
    padding: 0px;
    margin: 0px;
    }

    /* HEADING */

    h1, h2, h3, h4, h5{
    color: #990033;
    padding: 0px 0px 0px 20px;
    }

    h1{
    font-size: 120%;
    background: url("../images/css_new/headline.gif") 0px 0px no-repeat;
    padding: 0px 0px 0px 20px;
    margin: 0px 0px 15px -20px;
    }

    h2{
    font-size: 110%;
    padding: 7px 7px 5px 0px;
    margin: 0px 0px 5px 0px;
    color: #535353;
    border-bottom: 1px solid #ccc;
    position: relative;
    }

    /* FORM */

    form{
    margin: 0px;
    padding: 0px;
    }

    input{
    float: left;
    border: 1px solid #009999;
    font-size: 100%;
    padding: 3px;
    }

    input.poleKratke{
    width: 80px;
    }

    input.poleStredne{
    width: 140px;
    }

    input.poleDlhe{
    width: 220px;
    }

    /* IMAGE */

    img{
    padding: 0px;
    margin: 0px;
    border: 0px;

    }

    /* PARAGRAF */

    p{
    padding: 0px 0px 15px 0px;
    margin: 0px;
    }

    a{
    text-decoration: underline;
    color: #009999;
    }

    a:hover{
    text-decoration: underline;
    color: #990033;
    }

    div.page{
    width: 940px;
    margin: 0px auto;
    /*background: url("../images/css_new/bg.gif") 0px 0px repeat-y;*/
    border-left: 1px solid #ccc;
    border-right: 1px solid #ccc;
    }

    /* BOX TOP */

    div.boxTop{
    width: 100%;
    height: 70px;
    clear: both;
    }

    div.topLeft{
    float: left;
    margin-top: 20px;
    }

    div.topRight{
    float: right;
    width: 400px;
    margin: 20px 5px 0px 0px;
    }

    div.search{
    float: right;
    clear: both;
    }

    /* BOX CONTENT */

    div.boxContent{
    clear: both;
    width: 100%;
    background: url("../images/css_new/bg-content.gif") 0px 0px repeat-y;
    }

    div.boxContent2{
    clear: both; float: left;
    width: 100%;
    background: url("../images/css_new/bg-content-2.gif") 0px 0px repeat-y;
    }

    div.contentLeft{
    width: 219px;
    float: left;
    }

    div.boxNavbar{
    width: 705px;
    float: left;
    background-color: #fff;
    color: #009999;
    padding: 7px 7px 5px 7px;
    }

    div.contentCenter{
    width: 719px;
    float: left;
    position: relative;
    }

    div.contentCenter2{
    width: 719px;
    float: left;
    background-color: #fff;
    }


    div.contentCenter div.contentImage, div.contentCenter2 div.contentImage{
    clear: both;
    border-top: 1px solid #ccc;
    border-bottom: 1px solid #ccc;
    font-size: 0%;
    width: 721px;
    float: left;
    }

    div.contentCenter div.contentImage img, div.contentCenter2 div.contentImage img{
    padding: 0px;
    margin: 0px;
    width: 721px;
    }

    div.contentCenter div.content{
    float: left; clear: both;
    width: 455px;
    padding: 10px 7px 7px 25px;
    }

    div.contentCenter2 div.content{
    width: 689px;
    padding: 10px 7px 7px 25px;
    }

    div.contentCenter2 div.content p{
    position: relative;
    }

    div.contentCenter div.contentRight{
    width: 227px;
    float: right;
    }

    div.contentCenter div.contentRight h2{
    font-size: 110%;
    padding: 7px 7px 5px 7px;
    color: #535353;
    border-bottom: 1px solid #ccc;

    }

    div.contentCenter div.contentRight div.box{
    padding: 7px;
    clear: both;
    }

    div.contentCenter div.contentRight div.aktuality{
    position: relative;
    }

    div.contentCenter div.contentRight table.status{
    clear: both;
    }

    div.contentCenter div.contentRight table.status a{
    font-weight: bold;
    color: #009999;
    vertical-align: super;
    text-decoration: none;
    }
    div.contentCenter div.contentRight table.status a:hover{
    color: #990033;
    }

    div.contentCenter div.contentRight table.status img{
    margin: 0px 5px 0px 0px;
    }

    div.boxBottom{
    width: 100%;
    clear: both;
    background: #009999;
    text-align: center;
    padding: 5px 0px 5px 0px;
    color: #fff;
    }

    div.boxBottom a{
    text-decoration: none;
    }

    div.boxBottom a:hover{
    color: #fff;
    text-decoration: underline;
    }

    /* BTN */

    input.btnSearch{
    display: block;
    width: 20px;
    height: 20px;
    background: url("../images/css_new/btn-search.gif") left top no-repeat;
    border: 0px none;
    margin: 0px 0px 0px 7px;
    cursor: pointer;
    }

    input.btnSearch2{
    display: block;
    height: 20px;
    background: url("../images/css_new/btn-search.gif") left top no-repeat;
    border: 0px none;
    margin: 0px 0px 0px 7px; padding: 0px 0px 0px 15px;
    cursor: pointer;
    }

    a.btnMaps{
    float: right;
    display: block;
    padding: 3px 25px 0px 0px;
    margin: 0px 1px 5px 0px;
    background: url("../images/css_new/btn-mapa.gif") right top no-repeat;
    }

    /*TABLE ZAKLAD */
    table.zaklad {
    width:auto;
    height:auto;
    border:1px solid ;
    border-collapse: collapse;
    }

    table.zaklad th {
    border:1px solid ;
    background-color:#009999;
    color:#ffffff;
    }

    table.zaklad td {
    border:1px solid ;
    }

    /* MENU BOTTOM */

    div.boxBottom a{
    padding: 3px 0px 3px 0px;
    margin: 0px 0px 0px 0px;
    color: #fff;
    }

    /* MENU TAB */

    div.tabMenu{
    float: right;
    clear: both;
    }

    div.tabMenu ul{
    margin: 0px 10px 0px 0px;
    padding: 0px;
    list-style-type: none;
    }

    div.tabMenu li{
    float: left;
    padding: 3px 0px 3px 10px;
    margin: 0px 0px 0px 1px;
    background: url("../images/css_new/tab-left.gif") left top no-repeat;
    }

    div.tabMenu li a{
    padding: 3px 10px 3px 0px;
    background: #99cccc url("../images/css_new/tab-right.gif") right top no-repeat;
    color: #535353;
    text-decoration: none;
    }

    /* MENU TOP */

    div.topMenu{
    height: 76px;
    width: 100%;
    background: url("../images/css_new/bg-menu.gif") 0px 0px repeat-x;
    padding: 6px 0px 0px 0px;
    clear: both;
    }

    div.topMenu div.name{
    width: 194px;
    _width: 175px;
    float: left;
    color: #80cccc;
    font-size: 30px;
    margin: 15px 0px 0px 20px;
    }

    div.topMenu div.name a{
    color: #80cccc;
    text-decoration: none;
    font-size: 30px;
    margin: 15px 0px 0px 20px;
    }

    /* MENU LEFT */

    div.menu ul{
    margin: 0px;
    padding: 0px;
    list-style-type: none;
    }

    div.menu li{
    margin: 0px;
    list-style-type: none;
    border-bottom: 1px solid #ccc;
    }

    div.menu ul li{
    margin: 0px;
    padding: 0px;
    }

    div.menu ul li a{
    display: block;
    padding: 8px 5px 4px 20px;
    background: url("../images/css_new/menu-ul-li.gif") 0px 6px no-repeat;
    color: #535353;
    text-decoration: none;
    width: 193px;
    }

    div.menu ul li a:hover{
    display: block;
    padding: 8px 5px 4px 20px;
    background: #990033 url("../images/css_new/menu-ul-li-hover.gif") 0px 6px no-repeat;
    color: #fff;
    }


    div.menu ul li ul{
    border-top: 1px solid #ccc;
    }

    div.menu ul li ul li{
    margin: 0px;
    padding: 0px;
    }

    div.menu ul li.menuULDirOpen a{
    display: block;
    padding: 8px 5px 4px 20px;
    background: #009999 url("../images/css_new/menu-ul-li-hover.gif") 0px 6px no-repeat;
    color: #fff;
    width: 193px;
    }

    div.menu ul li.menuULDirOpen li a{
    display: block;
    padding: 8px 5px 4px 40px;
    background: #7fcccc url("../images/css_new/menu-ul-li-hover.gif") 20px 6px no-repeat;
    width: 173px;
    }

    div.menu ul li.menuULDirOpen li a:hover{
    display: block;
    padding: 8px 5px 4px 40px;
    background: #990033 url("../images/css_new/menu-ul-li-hover.gif") 20px 6px no-repeat;
    }

    div.menu ul li.menuULDirOpen li.menuULDocOpen a, div.menu ul li.menuULDirOpen li.menuULDirOpen a{
    background: #990033 url("../images/css_new/menu-ul-li-hover.gif") 20px 6px no-repeat;
    }

    div.clearer{
    padding: 0px;
    margin: 0px;
    border: 0px;
    height: 0px;
    line-height: 0px;
    font-size: 0%;
    clear: both;
    }

    /* EDITOR */

    .textZeleny{
    color: #009999;
    }

    .textCerveny{
    color: #990033;
    }

    .left{
    float: left;
    }

    .right{
    float: right;
    }

    ul#mainMenu {z-index: 1000;padding: 0px; margin: -1px 0px 0px 0px; border-bottom: 1px solid #fff; border-left: 1px solid #fff; border-top: 1px solid #fff;position:relative; background-color: #009999; height: 70px;}
    ul#mainMenu ul {position:absolute; list-style:none; visibility:hidden; background-color:#009999; margin:0px; padding: 0px;}
    ul#mainMenu li {float:left; padding:0px; width:85px; margin: 0px; border-right: 1px solid #fff; }
    ul#mainMenu a {color:#fff; display: block; text-decoration: none; font-weight: bold; height: 60px; text-align: center; padding: 5px;}

    ul#mainMenu ul a {background-color:#009999;}
    ul#mainMenu li a:hover {background-color: #990033;}
    ul#mainMenu li:hover ul, ul#mainMenu li.hover ul {visibility:visible;}
    ul#mainMenu li li {float: none; padding: 0px; margin: 0px; border-top: 1px solid #ffffff; border-right: 0px solid #ffffff;}
    ul#mainMenu li li a {font-weight: normal; background-image: none; padding: 5px 0px 5px 0px; margin: 0px; height: 17px;}
    ul#mainMenu li li a:hover {background-color: #990033; margin: 0px;}
    ul#mainMenu li { behavior: url('/css/hover.htc'); /* Protože IE nedodržuje CSS standarty, aby bylo rešení funkcní, použijeme tento *.htc soubor */ }

    and then what should be ...

    Milí používatelia,

    pripravili sme pre vás pilotnú prevádzku jednotného kontaktného miesta (SPOC), pomocou ktorého sa na nás môžete obracať so všetkými svojimi požiadavkami z IT oblasti popr. iných oblastí.

    „Prosíme vás o vyplnenie nižšie uvedených polí, hlavne Vaše meno, číslo kancelárie, telefón a pobočku“.


    Urobíme všetko preto, aby sme vaše požiadavky splnili k vašej spokojnosti.
    V prípade ďalších otázok sa prosím obracajte priamo na vedúceho odboru služieb IT.

    Informácie o žiadateľovi:
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