Highlighted text not highlighted in OSTicket

Nav27

I am sending some text highlighted in my email; to which I noticed that highlighted text is not getting highlighted when I am opening in OSTicket.
This is the email

This is what I can see in OSticket

KevinTheJedi

Nav27

What does the raw HTML look like in the raw email content? It's possible the styling is being stripped:

Cheers.

Nav27

Actually, the problem is when I am sending it from Outlook, but if I am sending using mail server, it is working fine.

KevinTheJedi

Nav27

Maybe outlook is messing with the HTML/styling and making it their own format which doesn’t work in normal email clients or is non-standard and gets stripped in the methods above.

Cheers.

Nav27

Is there any solution for that?

KevinTheJedi

Nav27

I'd need to see the raw HTML to determine what's going on to see.

Cheers.

Nav27

KevinTheJedi Looking forward to your help/suggestion. Thank you.

KevinTheJedi

Nav27

I can’t do that without the raw HTML from an email that’s not highlighting. Please provide that.

Cheers.

Nav27

I don't know this is what you are actually asking. Please let me know if you mean something else.
The following page source I got if I am sending from outlook:
<div class="thread-body no-pjax">
<div>
<div>
<p class="MsoNormal">
<p>
</p>
</p>
<p class="MsoNormal">
<span style="font-size:10.0pt">Hello Heather,
</span>
</p>
<p class="MsoNormal">
<span style="font-size:10.0pt">I wanted to touch base to confirm that the two email addresses we discussed earlier are currently inactive.
</span>
</p>
<p class="MsoNormal">
<span style="font-size:10.0pt">Additionally, I've compiled a list of all active email addresses for your reference:
</span>
</p>
<ol style="list-style-type:decimal">
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">Antonella Knorr
</span>
</li>
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">Jayson Phelps
</span>
</li>
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">Valerie Phelps
</span>
</li>
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">Sana Iqbal
</span>
</li>
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">Cathy LeBrun
</span>
</li>
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">David Calloway
</span>
</li>
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">Sadia Uddin
</span>
</li>
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">Jill Birch
</span>
</li>
<li class="MsoNormal" style="color:black">
<span style="font-size:10.0pt">Brent Thomas
</span>
</li>
</ol>
<p class="MsoNormal">
<span style="font-size:10.0pt">If you require any further assistance or information, please don't hesitate to reach out.
</span>
</div>
</div>

</div>

This is the page source if sending from mail server:
<div class="thread-body no-pjax">
<div>
<div style="font-size:13.3333px;font-family:tahoma;color:rgb(0, 0, 0);font-weight:400;font-style:normal;background:none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0)">
</div>
<div style="font-size:13.3333px;font-family:tahoma;color:rgb(0, 0, 0);font-weight:400;font-style:normal;background:none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0)">
</div>
<div style="font-size:13.3333px;font-family:tahoma;color:rgb(0, 0, 0);font-weight:400;font-style:normal;background:none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0)">
</div>
<div style="font-family:tahoma;color:rgb(0, 0, 0);font-size:13.3333px;font-weight:400;font-style:normal;background:none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0)">
<blockquote style="PADDING-RIGHT:0px;PADDING-LEFT:5px;MARGIN-LEFT:5px;BORDER-LEFT:#000000 2px solid;MARGIN-RIGHT:0px">
From: "ABC" <br />
To: "<a href="abc.com" target="_blank">abc.com</a>" <br />
Date: Tue, 16 Apr 2024 17:15:06 -0400<br />
Subject: Testing<br />
<div style="font-size:13.3333px;font-family:tahoma;color:rgb(0, 0, 0);font-weight:400;font-style:normal;background:none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0)">
<div>Hello Heather,
</div>
<div>I wanted to touch base to confirm that the two email addresses we discussed earlier are currently inactive.
</div>
<div>Additionally, I've compiled a list of all active email addresses for your reference:
</div>
<ol style="list-style-type:decimal">
<li style="margin-bottom:0px">Antonella Knorr</li>
<li style="margin-bottom:0px">Jayson Phelps</li>
<li style="margin-bottom:0px">Valerie Phelps</li>
<li style="margin-bottom:0px">Sana Iqbal</li>
<li style="margin-bottom:0px">Cathy LeBrun</li>
<li style="margin-bottom:0px"><span style="background:yellow">David Calloway</span></li>
<li style="margin-bottom:0px"><span style="background:yellow">Sadia Uddin</span></li>
</ol>
<div>If you require any further assistance or information, please don't hesitate to reach out.
</div>
<div> </div>
</div>
<div style="font-size:13.3333px;font-family:tahoma;color:rgb(0, 0, 0);font-weight:400;font-style:normal;background:none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0)">
</div>
<div style="font-size:13.3333px;font-family:tahoma;color:rgb(0, 0, 0);font-weight:400;font-style:normal;background:none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0)"> </div>
</blockquote>
</div> </div>
</div>

KevinTheJedi

Nav27

I'm asking for the raw HTML from the raw email itself.

Cheers.

Nav27

This is a raw HTML of email sent through Outlook:

<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv="Content-Type" content="text/html; charset=us-ascii">
<meta name="Generator" content="Microsoft Word 15 (filtered medium)">
<style></style>
</head>
<body lang="EN-US" link="#0563C1" vlink="#954F72">
<div class="WordSection1">
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black">Hello Heather,
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black">I wanted to touch base to confirm that the two email addresses we discussed earlier are currently inactive.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black">Additionally, I've compiled a list of all active email addresses for your reference:<o:p></o:p></span></p>
<ol start="1" type="1">
<li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Antonella Knorr<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Jayson Phelps<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Valerie Phelps<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Sana Iqbal<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Cathy LeBrun<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;background:yellow;mso-highlight:yellow">David Calloway</span><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif"><o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;background:yellow;mso-highlight:yellow">Sadia Uddin</span><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif"><o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Jill Birch<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Brent Thomas<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Michael MacNeil<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;background:yellow;mso-highlight:yellow">Ruby Latif</span><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif"><o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Teana Sacchetti<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Madeha Mukati<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Reception<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Shweta Jacob<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;background:yellow;mso-highlight:yellow">Lindsay Atkinson</span><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif"><o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Heather Phelps<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Heather Angel<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Phelps Finance<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Heather Phelps MBA<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Phelps Admin<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Fareed Amin<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Unekwu Hadiza Ogbodo<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Anurit Kaur<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Phelps Communications<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Phelps North<o:p></o:p></span></li><li class="MsoNormal" style="color:black;mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;mso-list:l1 level1 lfo3">
<span style="font-size:10.0pt;font-family:"Tahoma",sans-serif">Jennifer Adams<o:p></o:p></span></li></ol>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:black">If you require any further assistance or information, please don't hesitate to reach out.
</div>
</body>
</html>

KevinTheJedi

Nav27

Yea I'm assuming due to all the extra crap outlook adds the styling is being stripped. Like this maybe:

https://github.com/osTicket/osTicket/blob/develop/include/class.format.php#L286-L287

Cheers.

Nav27

KevinTheJedi This part of code is already there, still causing the issue.

Nav27

This is the raw HTML of what I sent using same email address but instead from mail server and not outlook client:

Hello Heather,
I wanted to touch base to confirm that the two email addresses we discussed
earlier are currently inactive.
Additionally, I've compiled a list of all active email addresses for your
reference:
Antonella Knorr
Jayson Phelps
Valerie Phelps
Sana Iqbal
Cathy LeBrun
David Calloway
Sadia Uddin
Jill Birch
Brent Thomas
Michael MacNeil
Ruby Latif
Teana Sacchetti
Madeha Mukati
Reception
Shweta Jacob
Lindsay Atkinson
Heather Phelps
Heather Angel
Phelps Finance
Heather Phelps MBA
Phelps Admin
Fareed Amin
Unekwu Hadiza Ogbodo
Anurit Kaur
Phelps Communications
Phelps North
Jennifer Adams
If you require any further assistance or information, please don't hesitate
to reach out.

--0416-2118-37-03-PART_BREAK
Content-Type: text/html; charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

<div>I wanted to touch base to confirm that the two email addresses we disc=
ussed earlier are currently inactive.</div>

<div>Additionally, I've compiled a list of all active email addresses f=
or your reference:</div>

<ol start=3D"1" type=3D"1">
<li style=3D"margin-bottom:0px">Antonella Knorr</li>
<li style=3D"margin-bottom:0px">Jayson Phelps</li>
<li style=3D"margin-bottom:0px">Valerie Phelps</li>
<li style=3D"margin-bottom:0px">Sana Iqbal</li>
<li style=3D"margin-bottom:0px">Cathy LeBrun</li>
<li style=3D"margin-bottom:0px"><span style=3D"background:yellow">David Ca=
lloway</span></li>
<li style=3D"margin-bottom:0px"><span style=3D"background:yellow">Sadia Ud=
din</span></li>
<li style=3D"margin-bottom:0px">Jill Birch</li>
<li style=3D"margin-bottom:0px">Brent Thomas</li>
<li style=3D"margin-bottom:0px">Michael MacNeil</li>
<li style=3D"margin-bottom:0px"><span style=3D"background:yellow">Ruby Lat=
if</span></li>
<li style=3D"margin-bottom:0px">Teana Sacchetti</li>
<li style=3D"margin-bottom:0px">Madeha Mukati</li>
<li style=3D"margin-bottom:0px">Reception</li>
<li style=3D"margin-bottom:0px">Shweta Jacob</li>
<li style=3D"margin-bottom:0px"><span style=3D"background:yellow">Lindsay =
Atkinson</span></li>
<li style=3D"margin-bottom:0px">Heather Phelps</li>
<li style=3D"margin-bottom:0px">Heather Angel</li>
<li style=3D"margin-bottom:0px">Phelps Finance</li>
<li style=3D"margin-bottom:0px">Heather Phelps MBA</li>
<li style=3D"margin-bottom:0px">Phelps Admin</li>
<li style=3D"margin-bottom:0px">Fareed Amin</li>
<li style=3D"margin-bottom:0px">Unekwu Hadiza Ogbodo</li>
<li style=3D"margin-bottom:0px">Anurit Kaur</li>
<li style=3D"margin-bottom:0px">Phelps Communications</li>
<li style=3D"margin-bottom:0px">Phelps North</li>
<li style=3D"margin-bottom:0px">Jennifer Adams</li>
</ol>

<div>If you require any further assistance or information, please don't=
hesitate to reach out.<br />

--0416-2118-37-03-PART_BREAK--

KevinTheJedi

Nav27

No, I’m saying that line might be responsible for stripping it.

Cheers.

Nav27

I commented that part of the code; but still the same in OSTicket; background color is not there

KevinTheJedi

Nav27

Then another section of code is responsible. You can add debug statements at various points to see where it's being stripped to track it down.

Cheers.

Nav27

KevinTheJedi Alright, I am doing that way. Could not find the solution; hence posted here to ask for help. I will keep doing as you suggested until I get a solution. Please, your help will be appreciated if you find a solution to it.

Thank you.