message body is empty

ahmedfathy · Mar 8, 2023

Greeting,
We have a problem with OSTicket v 1.17 with a random empty body. We can't reproduce the issue. It happened from time to time. Any suggestions will be welcomed.

KevinTheJedi · Mar 8, 2023

ahmedfathy

What does the raw email content look like?

Cheers.

ahmedfathy · Mar 9, 2023

KevinTheJedi
Thank you Kevin for your response, Here is the Email header

Envelope-to: support@domain.tld
Delivery-date: Mon, 13 Feb 2023 12:02:57 -0500
From: User Name <user@domain.tld>
To: "support@domain.tld" <support@domain.tld>
Subject: membership ID
Thread-Topic: membership ID
Thread-Index: AQHZP8xPNXnnuMdtdkKlMao31HusrQ==
Date: Mon, 13 Feb 2023 16:59:42 +0000
Message-ID:
 <CY8PR12MB72897CD5DAF8B9F82B0CD713B5DD9@CY8PR12MB7289.namprd12.prod.outlook.com>
Accept-Language: en-US
Content-Language: en-US
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x-tmn: [R6KVdLV/ffKRwlN8T5rX5rKf6TknGthE]
x-ms-publictraffictype: Email
x-ms-traffictypediagnostic: CY8PR12MB7289:EE_|DS7PR12MB6119:EE_
x-ms-office365-filtering-correlation-id: add0cbac-81df-497c-5616-08db0de3b39f
x-microsoft-antispam: BCL:0;
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--_000_CY8PR12MB72897CD5DAF8B9F82B0CD713B5DD9CY8PR12MB7289namp_
Content-Type: text/plain; charset="Windows-1252"
Content-Transfer-Encoding: quoted-printable

KevinTheJedi · Mar 9, 2023

ahmedfathy We also need the content..

ahmedfathy · Mar 9, 2023

KevinTheJedi
Sorry I missed it

Good morning,

Trying to renew my son=92s membership and even though I have paid and he is=
 showing as a member, his Sensei is showing a different membership number t=
han what is showing up on our account.

Is this something we can get some help with please?

Thank you,

Kyle Bowden


Sent from Mail<https://go.microsoft.com/fwlink/?LinkId=3D550986> for Window=
s


--_000_CY8PR12MB72897CD5DAF8B9F82B0CD713B5DD9CY8PR12MB7289namp_
Content-Type: text/html; charset="Windows-1252"
Content-Transfer-Encoding: quoted-printable

<html xmlns:o=3D"urn:schemas-microsoft-com:office:office" xmlns:w=3D"urn:sc=
hemas-microsoft-com:office:word" xmlns:m=3D"http://schemas.microsoft.com/of=
fice/2004/12/omml" xmlns=3D"http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3DWindows-1=
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<meta name=3D"Generator" content=3D"Microsoft Word 15 (filtered medium)">
<style><!--
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<p class=3D"MsoNormal">Good morning,</p>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
<p class=3D"MsoNormal">Trying to renew my son=92s membership and even thoug=
h I have paid and he is showing as a member, his Sensei is showing a differ=
ent membership number than what is showing up on our account.</p>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
<p class=3D"MsoNormal">Is this something we can get some help with please?<=
/p>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
<p class=3D"MsoNormal">Thank you,</p>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
<p class=3D"MsoNormal">Kyle Bowden</p>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
<p class=3D"MsoNormal">Sent from <a href=3D"https://go.microsoft.com/fwlink=
/?LinkId=3D550986">
Mail</a> for Windows</p>
<p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
</div>
</body>
</html>

--_000_CY8PR12MB72897CD5DAF8B9F82B0CD713B5DD9CY8PR12MB7289namp_--

KevinTheJedi · Mar 9, 2023

ahmedfathy

Interesting, this email loads just fine for me.

Cheers.

ahmedfathy · Mar 9, 2023

KevinTheJedi
Correct but it appears as empty body in the ticket

KevinTheJedi · Mar 9, 2023

ahmedfathy

That screenshot is from the Ticket it created. So it's creating just fine for me.

Cheers.

ahmedfathy · Mar 9, 2023

KevinTheJedi
But it didn't indeed
How can I trace the email parser function into log file or something like this

KevinTheJedi · Mar 9, 2023

ahmedfathy

It looks like you are using a customized version of osTicket. Can you try with a vanilla install with no mods/customizations and see if you have the same issue?

You will need to modify the code and add logging statements. There are many different methods that get called to parse the email, etc. so you will just need to start from the beginning and work your way through until you see where it’s stripping the content. I would assume the sanitize and html_chars methods in class Format would be the culprit here but hard to tell as I cannot replicate this using your example.

Cheers.

ahmedfathy · Mar 9, 2023

KevinTheJedi
You are correct We are but this also happened when We were using vanilla app

KevinTheJedi · Mar 9, 2023

ahmedfathy

Can you retry using the latest release (v1.17.3) without mods and see?

Cheers.

ahmedfathy · Mar 9, 2023

KevinTheJedi
Thank you, Kevin, I really appreciate your time I will try 1.17.3 and keep you posted. Thank you again