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Issue Type Bug   Project osTicket Bug Tracker
E-Mail formatting (Outlook only)
Issue Tools
Category Unknown
Affected Version 1.6 rc5
Priority 1 - Highest
Status Fixed
Fixed Version (none)
Users able to reproduce bug 4
Submitted 10-09-2009
Attachments 2
Users unable to reproduce bug 0
Assigned Users (none) Tags (none)

issueid=154 10-09-2009 08:39 PM
Junior Member
E-Mail formatting (Outlook only)
When receive mails with outlook (for example the auto reply mail) osTicket send the mail with an incorrect formatting.

Screenshot from the mail: Click

My Settings on Admin Panel -> Emails -> Templates -> New Ticket Autoresponse:
Quote:
Subject: [IPBS #%ticket] %subject

Message Body:

Hallo %name,

dies ist eine automatisch generierte Antwort auf Deine Nachricht mit dem Betreff "%subject".

Deine E-Mail-Anfrage ist bei uns eingegangen und es wurde eine Ticketnummer erzeugt. Bitte nenne bei weiteren Anfragen, die diese Angelegenheit betreffen, stets diese Ticketnummer im Betreff der E-Mail: [IPBS #%ticket]

%signature
Reply

10-12-2009 01:36 PM
Developer
  
Attached is a patch to fix the formatting issues.
Reply
10-12-2009 03:59 PM
Junior Member
  
Hello peter,

thanks for reply.

But: The fix dont work. :(

Now the emails will send in (not formatted?) HTML Format (before the fix as text = better) and still in wrong format. Now thunderbird also show the emails incorrectly.

Screenshots:

Outlook - before patch | after patch
Thunderbird - before patch | after patch

And, peter: Please have a look at this fixes (newline fix is very importent for showing the tickets correctly for staff members): http://www.osticket.com/forums/showp...4&postcount=19
Reply
10-12-2009 04:23 PM
Developer
  
The new line fix has nothing to do with outgoing emails. Let us focus on getting the outgoing emails formats figured out first. I will do some more testing and let you know.
Reply
10-12-2009 04:47 PM
Developer
  
Open include/class.email.php

Find the following line and comment it out.
PHP Code:
$body = stripslashes(preg_replace("/(\r\n|\r)/s", "\n", trim($message))); 
to
PHP Code:
//$body = stripslashes(preg_replace("/(\r\n|\r)/s", "\n", trim($message)));
$body = trim($message); 
Reply
10-12-2009 05:06 PM
Junior Member
  
Done (function send), but still the same issue (outlook and thunderbird).
Reply
10-16-2009 07:31 PM
Developer
  
New patch uploaded!
Reply
03-03-2010 09:25 AM
Junior Member
  
where could I get that fix, please? I have exactly the same formating problem as he is having!

okay - now I am seeing it :)
Reply
03-03-2010 09:42 AM
Developer
  
@soujin are you using the latest version (1.6 ST)?
Reply
This petition for a change to Awaiting Feedback is currently pending
03-17-2010 11:34 AM
Junior Member
  
I have the same issue and tryed anithing to solve it.
Also i noted you canīt use HTML tags on mail templates, it will be nice to make emails more usefull.

I habe the 1.6 ST version
-------------------------.
Problem Solved, i did't see the patch download because i'm a new user.
I Installed The Pach and all seems to work fine.
thanks!
05-07-2010 02:53 PM
Junior Member
  
HI

I applied the patch.

I am still getting the error.
I also use Outlook.I get the error if I add a space at the end of my email when I post a support request.

I don't get the error when I use webmail like gmail.com
Reply
This petition for a change to Confirmed is currently pending
05-12-2010 09:11 AM
Junior Member
  
In include/class.email.php change all occurrences of this line:
PHP Code:
        $mime = new Mail_mime(); 
To this:
PHP Code:
        $crlf = "\n"; 
        $mime = new Mail_mime($crlf); 
This also fixes errant line breaks in outlook.
06-18-2010 01:59 PM
Member
  
You could edit the Mail_mime class to use an linebreak determined by this code so it's platform independant :)

PHP Code:
function getEol() {
    if (strtoupper(substr(PHP_OS,0,3)=='WIN')) {
        $eol="\r\n";
    } elseif (strtoupper(substr(PHP_OS,0,3)=='MAC')) {
        $eol="\r";
    } else {
        $eol="\n";
    }

    return $eol;
} 
Reply
10-25-2010 02:17 AM
Junior Member
  
i had the same bug and though i have thunderbird (3.1.5.) the outlook fix worked.
thank you
edgar
Reply
04-09-2011 08:27 AM
Junior Member
  
Thanks this sorted me out :)
Reply

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