Ticket Formatting

scottro

Hi all,

Looked a bit for this last night but wasn't able to find anything. My problem is that when an email is converted to a ticket I lose some of the formatting. The following is an example of what a DHCP entry would like that we would get in an email:

subnet 1.2.3.0 netmask 255.255.255.0 {

option broadcast-address 1.2.3.255;

option subnet-mask 255.255.255.0;

option routers 1.2.2.254;

pool {

failover peer "dhcp-failover";

range 1.2.3.1 1.2.3.253;

}

But when this arrives in a ticket it looks like this:

subnet 1.2.3.0 netmask 255.255.255.0 {

option broadcast-address 1.2.3.255;

option subnet-mask 255.255.255.0;

option routers 1.2.2.254;

pool {

failover peer "dhcp-failover";

range 1.2.3.1 1.2.3.253;

}}

We need the original formatting in place so that when we copy and paste it maintains that formatting (otherwise we'll have to fix every single DHCP entry we receive/enter.)

Thanks.

Kelli

It looks like it's just HTML not recognizing the whitespace. Check the page source when viewing the ticket and see if that's the case. If so, just modify the ticket view and wrap a pre tag around the ticket output.

scottro

Kelli,

Thanks for the assist, looks like that is indeed the case. Would I then need to put the tags somewhere in include/class.mailfetch.php?

function getBody($mid) {

$body ='';

if(!($body = $this->getpart($mid,'TEXT/PLAIN',$this->charset))) {

if(($body = $this->getPart($mid,'TEXT/HTML',$this->charset))) {

//Convert tags of interest before we striptags

$body=str_replace("</DIV><DIV>", "\n", $body);

$body=str_replace(array("<br>", "<br />", "<BR>", "<BR />"), "\n", $body);

$body=Format:($body); //Strip tags??

}

return $body;

}

Kelli

Nope, it goes in viewticket.inc.php, in the staff one (though you can put it in the client one, too, if you want them to see it formatted the same way).

For the staff viewticket.inc.php on line 242, change:

<tr><td><?=Format:($msg_row)?> </td></tr>

to:

<tr><td><pre><?=Format:($msg_row)?></pre> </td></tr>

Not sure what line it's on exactly in the client one, but it should be easy enough to find.

scottro

Excellent, its working great!

Thanks alot!

Kelli

Good to hear!

scottro

If anyone else wanted to implement this, then also note the following...

This ended up giving me too many extra blank lines. After some poking around I found the following and changed it:

include/class.format.php

From:

return nl2br($text);

To:

return $text);

Now everything shows up as needed.

peter

Scott,

nl2br is actually very useful in the context to which its used. The spacing issue comes about because you previously removed the code which was taking care of it, see http://osticket.com/forums/showthread.php?t=2522(http://osticket.com/forums/showthread.php?t=2522) Its a downward spiral.;)

scottro

Actually I had thought of that too and put that back in place. But it made no change on my tickets. (Until I removed the nl2br code). ;)

scottro

Again for anyone interested with this:

I've also implemented this for the ticket responses. I just changed the following around line 309:

<tr><td><pre style="white-space-wrap; width: 700px"><?php echo Format:($resp_row); ?></pre></td></tr>