Hi all,
We are using osTicket v1.17.3. We got a strange issue yesterday, that we never faced before.

We received an e-mail with all long message history to our support address. The e-mail got fetched on auto-cron as usual.
When we access to the ticket page it is displaying a strange page and is continuously trying to load the page.
All other ticket pages are loading correctly.
Then I looked into the database and found out that the field "body" was empty in the concerned Thread. So as a test I added a simple "<p>test</p>" and now the page is loaded. But of course the body of the ticket contains only "test".
Also the notification e-mail received from osTicket shows on top 25 times "JavaScript must be enabled."

This is how the ticket page looks like:

In the database the thread body field was empty:

The confirmation e-mail looks like this:

Did someone face this type of issue before?
What do you think could trigger this issue? And how can I avoid this to happen again?
Thank you in advance for your help.
Angel

    angeland_asi

    I haven’t seen that before. It must be the incoming email or something else. If you have the raw email you can post it here for us to test.

    Cheers.

        KevinTheJedi

        I could get the header, if this can help. Or did you mean something else ?
        By the way I replaced some private info by xxx.
        Cheers,

        Received: from DB9PR08MB7625.eurprd08.prod.outlook.com (2603:10a6:10:309::8)
        by AS8PR08MB7372.eurprd08.prod.outlook.com with HTTPS; Wed, 12 Jul 2023
        09:29:53 +0000
        Authentication-Results: dkim=none (message not signed)
        header.d=none;dmarc=none action=none header.from=xxx.xxx;
        Received: from DBBPR08MB5932.eurprd08.prod.outlook.com (2603:10a6:10:207::21)
        by DB9PR08MB7625.eurprd08.prod.outlook.com (2603:10a6:10:309::8) with
        Microsoft SMTP Server (version=TLS1_2,
        cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.6565.32; Wed, 12 Jul
        2023 09:29:50 +0000
        Received: from DBBPR08MB5932.eurprd08.prod.outlook.com
        ([fe80::51cb:e24f:b29f:8973]) by DBBPR08MB5932.eurprd08.prod.outlook.com
        ([fe80::51cb:e24f:b29f:8973%7]) with mapi id 15.20.6588.017; Wed, 12 Jul 2023
        09:29:50 +0000
        Content-Type: application/ms-tnef; name="winmail.dat"
        Content-Transfer-Encoding: binary
        From: Marko Smiljanic <mxxx.sxxx@xxx.xxx>
        To: Support API xxx<support-api@xxx.xxx>
        Subject: TR: xxx demo
        Thread-Topic: xxx demo
        Thread-Index:
        AQHZnfqRpfruYoNwl02hWt0McEyawa+L3zEMgAeaFfuAAkruAIAAxU3AgAAmV4CAAeAeH4AElcJ/gAqUJkeAAnMnAIACQrAOgAAh1FeAAArMAIAApUgAgAACuQCAALwUp4AA1t2AgAPgBU6AACDkIoAAuAOAgAC1zHeAACHvgIAAA/mrgABBcQCAAAvmfIAAC5SAgAFEy84=
        Date: Wed, 12 Jul 2023 09:29:49 +0000
        Message-ID:
        <DBBPR08MB5932DD20035F0576DF5533DBFF36A@DBBPR08MB5932.eurprd08.prod.outlook.com>
        References:
        <DBBPR08MB5932868E284CB44BDCAF216AFF31A@DBBPR08MB5932.eurprd08.prod.outlook.com>
        <1BBD41B0-B9FC-443F-8CBA-001561A072E1@xxx.com>
        <DBBPR08MB5932D2061A25F3985B6CB1BAFF31A@DBBPR08MB5932.eurprd08.prod.outlook.com>
        <CA+0iEPbc04ijiz=6iBJN0vXKuhp5b_Nyu61av-mMMKwYpdSwEg@mail.gmail.com>
        <DBBPR08MB5932212B91F47F2C338EB750FF31A@DBBPR08MB5932.eurprd08.prod.outlook.com>
        <CA+0iEPaxJgHcRO+xtNY0YARvjtdftoGh2mDvijNo1XZoFtVB5Q@mail.gmail.com>
        In-Reply-To:
        <CA+0iEPaxJgHcRO+xtNY0YARvjtdftoGh2mDvijNo1XZoFtVB5Q@mail.gmail.com>
        Accept-Language: fr-FR, en-US
        Content-Language: fr-FR
        X-MS-Has-Attach: yes
        X-MS-Exchange-Organization-SCL: 1
        X-MS-TNEF-Correlator:
        <DBBPR08MB5932DD20035F0576DF5533DBFF36A@DBBPR08MB5932.eurprd08.prod.outlook.com>
        msip_labels:
        MIME-Version: 1.0
        X-MS-Exchange-Organization-MessageDirectionality: Originating
        X-MS-Exchange-Organization-AuthSource: DBBPR08MB5932.eurprd08.prod.outlook.com
        X-MS-Exchange-Organization-AuthAs: Internal
        X-MS-Exchange-Organization-AuthMechanism: 04
        X-MS-Exchange-Organization-Network-Message-Id:
        4e173e57-dc4f-449d-0521-08db82ba8a4e
        X-MS-PublicTrafficType: Email
        X-MS-TrafficTypeDiagnostic:
        DBBPR08MB5932:EE_|DB9PR08MB7625:EE_|AS8PR08MB7372:EE_
        Return-Path: mxxx.sxxx@xxx.xxx
        X-MS-Exchange-Organization-ExpirationStartTime: 12 Jul 2023 09:29:50.1363
        (UTC)
        X-MS-Exchange-Organization-ExpirationStartTimeReason: OriginalSubmit
        X-MS-Exchange-Organization-ExpirationInterval: 1:00:00:00.0000000
        X-MS-Exchange-Organization-ExpirationIntervalReason: OriginalSubmit
        X-MS-Office365-Filtering-Correlation-Id: 4e173e57-dc4f-449d-0521-08db82ba8a4e
        X-Microsoft-Antispam: BCL:0;
        X-Forefront-Antispam-Report:
        CIP:255.255.255.255;CTRY:;LANG:en;SCL:1;SRV:;IPV:NLI;SFV:NSPM;H:DBBPR08MB5932.eurprd08.prod.outlook.com;PTR:;CAT:NONE;SFS:;DIR:INT;
        X-MS-Exchange-CrossTenant-OriginalArrivalTime: 12 Jul 2023 09:29:49.8687
        (UTC)
        X-MS-Exchange-CrossTenant-FromEntityHeader: Hosted
        X-MS-Exchange-CrossTenant-Id: 621596b8-2ead-45ab-9c77-6b7cb2f0c31d
        X-MS-Exchange-CrossTenant-AuthSource: DBBPR08MB5932.eurprd08.prod.outlook.com
        X-MS-Exchange-CrossTenant-AuthAs: Internal
        X-MS-Exchange-CrossTenant-Network-Message-Id: 4e173e57-dc4f-449d-0521-08db82ba8a4e
        X-MS-Exchange-CrossTenant-MailboxType: HOSTED
        X-MS-Exchange-CrossTenant-UserPrincipalName: U+rNXX5DgXCi+RYZCCdkMXh0pBplTYhe8Ea1PnQu8UR5fBKOeUImZG437fPYyhNL5uCi8/it+ECXoqCVuJDt+PcQzdH8iNfMo2s7Ha/mrjs=
        X-MS-Exchange-Transport-CrossTenantHeadersStamped: DB9PR08MB7625
        X-MS-Exchange-Transport-EndToEndLatency: 00:00:03.7794798
        X-MS-Exchange-Processed-By-BccFoldering: 15.20.6588.015
        X-Microsoft-Antispam-Mailbox-Delivery:
        ucf:0;jmr:0;auth:0;dest:I;ENG:(910001)(944506478)(944626604)(920097)(425001)(930097);
        X-Microsoft-Antispam-Message-Info:
        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

            I could find a way to get the source. I will add it as a txt file.
            Cheers.

            tr-china-demo.zip
            42kB

              Ok. Sorry I thought you needed the html code.
              Yes I have it in .eml.
              The file is too be uploaded here, so I added a Wetransfer link. I hope it is ok for you.
              Cheers

              Download link
              https://wetransfer[dot]com/downloads/200753c5811328a7013415bd26347b2c20230713145346/23a2becb7200f2008cc3308b4459eacb20230713145411/7a46c0

                Sorry, I am not sure to know how to do that.
                If I divide it into 2 or 3 zip files, will it be ok for you ?
                Cheers

                  angeland_asi

                  Okay, I think I was able to track this down from the previous HTML you posted. The Base64 content within the HTML contains Javascript must be enabled. so that's why you see it in the New Ticket Alert. So basically, what you're seeing is the full email content including the decoded content.

                  Now with that being said, as far as the broken Ticket, are you sure the body values were truly empty? If so then it sounds like the content was too big for the database column and errored out which lead to the completely empty value. Typically, when there is empty content we usually put - to signify empty content and in the front-end we replace - with (empty) for display so it doesn't break the page. However, it seems something happened and it just didn't get saved.

                  Cheers.

                    Thank you for your answer.
                    In the database, when I double clicked in the body field, it was totally empty.
                    That's why I added <p>test</p>, just to see what would happen.
                    Then the ticket page was displayed correctly with only "test".

                    One of my colleague sent me the html files of the ticket page when it was displayed strangely.
                    I added the html files below in case you would like to have a look at them.

                    downloads.zip
                    51kB

                    Cheers,

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