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Sending a ticket containing HTML code frgaments

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Jonathan Abrahams

19 Aug, 2011 03:45 PM

When a ticket is issued to LH (via email) which contains HTML code fragments, it doesn't appear in the ticket as text. This is a MAJOR issue for us, as our business is issuing HTML tags and they are frequently passed around in emails.

For example the text was part of an email sent into LH as a ticket:
"We've learned from Weather that if you use a standard tag, like this: "

When the ticket is viewed the tags are treated as HTML format and not text.

Email systems, OTRS, do not treat the text this way and neither should LH tickets.

1. 1 Posted by Jonathan Abraha... on 19 Aug, 2011 03:51 PM

   

   Notice, in your system I cannot view it!

   I entered
   <a href="http://v.imwx.com/v/mobile-3gp/special/15_gwc_sears_friday_pr6136.3gp" />

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2. Support Staff 2 Posted by Tiger Team on 19 Aug, 2011 03:52 PM

   

   Yes, our systems tend to accept html as a valid formatting tool.
   Escaping things in backticks or wrapping code blocks in '@@@' is how
   we escape the content.

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3. 3 Posted by Jonathan Abraha... on 19 Aug, 2011 03:58 PM

   

   Yes - But our users do NOT format their email when creating tickets. Tickets are not meant to be HTML formatted, just straight text, and it is impractical to have user's escape their email.

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4. Support Staff 4 Posted by Tiger Team on 19 Aug, 2011 05:17 PM

   

   You're right, particularly given that we're parsing the text/plain parts only.

   I'll make a dev ticket for this issue. Thanks for the report.

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5. 5 Posted by Jonathan Abraha... on 05 Oct, 2011 04:22 PM

   

   Please provide a status on this.

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6. 6 Posted by Nicole on 05 Oct, 2011 06:06 PM

   

   Jonathan -

   No update yet. We'll post something in this discussion when we've moved this issue to our development schedule.

   Thanks for your patience,
   Nicole

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7. Nicole closed this discussion on 02 Jul, 2012 09:01 PM.