Quotes in qoutes in quotes - unable to use

MandMs

Hi,

When I talk with my users via the osTicket, the quotings in conversations are collected by exponent! User quotes me, I quote full the thread, users quotes full the thread (with quoted subthreads inside of quoted subsubthreads - they duplicate in one message!) and now I need to run this JS query in web in order to see at list something!

[...document.querySelectorAll("blockquote")].map(el => el.parentElement).forEach(el => el.setAttribute("style", "display: none"));

The client also receives truncated messages into his mail client.

The option to stripe message does not work at all.

Is there any way to send a user not a quoting TREE, but a PLAIN LIST like:

User:
Question

Support:
Answer

User:
Reply

...

I wish to achieve the same behavior in osTicket that ZenDesk has.
Without this, there is chaos instead of conversations!
Everyone, how do you deal with this problem?

MandMs

Please check this screenshot.
There are just two replies with a little text inside. Imagine what will happen when there will be for example 10 replies. There will be HUNDREDS, THOUSANDS of quoted duplicated replies. I repeat: while talking with clients quoting will increase EXPONENTIALLY.

KevinTheJedi

MandMs

The user is not replying above the reply separator tag or you have Strip Quoted Reply disabled. Every alert/reply sent to a user contains a hidden reply separator tag that the user must reply above. In normal mail clients when you click Reply it does it correctly. In your case the user is either not replying above that tag or you have it malformed or disabled. Check your Strip Quoted Reply option under Admin Panel > Emails > Settings.

Cheers.

ntozier

Admin panel -> Emails -> Settings
enabled Strip Quoted Reply

Note: This feature is relationally dependent on the Reply Separator Tag.
The Reply Separator Tag is a text field just below Strip Quoted Reply.

MandMs

Thanks for answers.
But unfortunately I do not see any changes even after I enable this option.
I've checked source code inside a mail client, and the hidden tag exists there. But it is was a bit changed by Thunderbird in the answer.

There is a tag received by Thunderbird:

<div style="display:none" class="mid-BZTXUVN-1NaIV-some-unique-chars">--- reply above this line ---<br/><br/></div>

and here is what I see in the e-mail source processed by osTicket:

...
  <body>
    <p>Hi,</p>
    <p>User reply 2</p>
    <p>Regards,<br>
      User<br>
    </p>
    <div class=3D"moz-cite-prefix">On 28.02.2023 14:07, Support wrote:<br>
    </div>
    <blockquote type=3D"cite"
cite=3D"mid-BZTXUVN-1NaIV-some-unique-chars">
...

So the hidden tag was converted into a blockquote with the same class. Does osTicket expect such conversion or does it expect exactly the same tag in a reply?

P. S.: I use the latest version of osTicket.

KevinTheJedi

MandMs

It expects it to be untouched but mainly it just needs the Reply Separator Tag text. So if it's removing --- reply above this line --- then you're screwed.

Cheers.

MandMs

KevinTheJedi

Ok, sounds like I need to check the code of osTicket and make an addition in order to stripe out also blockquotes with just the class of the sepearator tag (as far this is technically possible).

I've noticed this using Thunderbird mail client (IMO pretty popular), but have also seen such behavior in a thread with another client, probably he uses the same mail client.

I will write back into this topic if find a workaround for this.

amit0102

Any update on this???? Facing same issue in v1.18.1