Line Height on retruned emails

theinrich

When emails are getting returned to the user with the original ticket content, the line height makes it look like everything is double spaced. It happens in all returned messages. Where can I change this.

KevinTheJedi

theinrich

Go to your Agent Profile, set your Editor Spacing to Single, and Save Changes. You can also have your other Agents do this.
Go modify each Email Template, change all the spacing to single spacing, and then save changes.

Cheers.

theinrich

I've already done that. Thanks for the suggestion though. The issue isn't double spacing. If I inspect the code in the returned email and view it through outlook, it appears the issue is in the %{ticket.thread.original} tag in my auto-response email. Its the embedding of the original ticket that is not formatted properly when the email is returned. Everytning above the line "Please refer to the Original Ticket Request below." is fine. Its just the embeded tag. Any other suggestions would be appreciated.

Hi %{recipient.name.first},
A request for support has been created and assigned #%{ticket.number}. A representative will follow-up with you as soon as possible. You can view this ticket's progress online.

Your %{company.name} Team,
%{signature}

Please refer to the Original Ticket Request below.
——————————————— Original Ticket Request —————————————————————————
%{ticket.thread.original}
—————————————————————————————————————-—————————————-

theinrich

Can CSS formatting be emedded in the template? Would something like this work?
<style>
p {
line-height: 1.2; /* Adjust this value as needed */
}
%{ticket.thread.original}
</style>

theinrich

I just tried that and wehn i saved changes it removed the CSS code and the %{ticket.thread.original} tag

KevinTheJedi

theinrich

You can't use style tags, the backend sanitization methods will strip them. You should be able to add inline css like on a tag itself.

As far as the variable goes it may just be using a set formatting. The code is open source so you are more than welcome to dig in and change it to look however you want.

Cheers.

theinrich

Thanks for the response I'm just updating this in case someone else comes along. OK.... so I found the real issue.... Its Microsoft not doing standard HTML.

Check out this article:
https://www.techrepublic.com/article/how-to-fix-unintended-line-spacing-in-your-microsoft-outlook-emails/

In essence, Microsofts HTML editor interprets the "Enter key" as a and will wrap that line with the and at the end instead of it being just a CR/LF. In the html, they denote a new paragraph as a line by itself. So in order for this to be fixed, I think post processing on the POP/IMAP import needs to be done to decipher if you have a new email formatted as "Microsoft" and if you have two successive lines containing text within then it could be assumed that the real intent was not a paragraph, but a CR/LF. If the second successive line containing doesn't have any text between the then it can be assumed that it is the start of a real paragraph. It would be nice if osTicket would build an option like this. It would go along way for more companies to adopt the platform. osTicket used to be the goto for IT tickets system, and I would love to stick with it, but I'm not a developer. Yes, Microsoft may be the one that is at fault here, but sometimes in order to stay relevant, you have to compensate for Microsoft instead of taking a f*** them approach.

KevinTheJedi

theinrich

We can definitely look into this in v2.0 but as far as legacy osTicket goes, this is not changing. Legacy is in maintenance mode which means it’s only receiving minor updates and strictly required updates. This is so we can shift the majority of our focus on v2.0. So stay tuned!

Cheers.

theinrich

Kevin,

Thanks for the responding.... I seem to have a fix for this: it turns out that using Copilot to learn just a bit of php i was able to modify the message before it imports within the class.mailparse.php file. In the Parse function just before the return statement, I was able to intercept the message and do some string replacements on it. Here is the inserted code:

    // Original Line
$data['attachments'] = $parser->getAttachments();

    // Inserted Lines
$bodymessage = $data['message']; 
$bodymessage = str_replace('<p class="MsoNormal">', '', $bodymessage);
    $bodymessage = str_replace('<o:p></o:p></p>', '<br>', $bodymessage);
    $bodymessage = str_replace('<o:p>&nbsp;</o:p>', '<br>', $bodymessage);
    $data['message'] = $bodymessage;

    // Original Line
    return $data;