[resolved] OSTicket 1.9 --> Poor HTML Handling

Key4ce

Hello,I just upgraded to 1.9, everything seems fine besides how poorly it picks up html emails at this point.When you send in a email with a table, do blocknotes, bullets etc things get messy real fast.-----------------------------------------------------------------------------------------------------------------------------------------------------Table Issues:-----------------------------------------------------------------------------------------------------------------------------------------------------the table seems to be 100% dropped, it never gets put in.a Inline image inside the table is 100% lost.Text inside the table is suddenly pushed below eachother for no aparent reason.-----------------------------------------------------------------------------------------------------------------------------------------------------Admin email issues:-----------------------------------------------------------------------------------------------------------------------------------------------------No bullets viewedimage errors out (can't be found)table with inline image is fully goneText inside the table with 3 coloms is suddenly stacked ontop of eachother.-----------------------------------------------------------------------------------------------------------------------------------------------------Customer email issues:-----------------------------------------------------------------------------------------------------------------------------------------------------Same issues as Admin emailAll text, images, etc is stacked ontop of eachother, no spacers or anything. it's just 1 lump of text-----------------------------------------------------------------------------------------------------------------------------------------------------For the most part the issues are new.. and if i may say so a real drawback to the 1.9 release which at the moment makes it very tempting to revert back (as without proper html handling providing support becomes REALLY challenging if people screenshot and table issues properly).I will leave it running for now however with the good faith this will be resloved asap... I have attached screenshots of the mail that was send, and how OSticket renders it in admin email, customer email, and OSticket scp.Regards,Marco

2014-05-20 18_49_49-Testing no.2 - Message (HTML).png

Admin ticket alert.png

Customer ticket alert.png

OSTicket admin.png

ntozier

Please report this on github and provide the text of the body of the email that you used to determine this. Also what email client are you using?

Key4ce

Outlook 2013 tho it has little to do with Client.in my screenshot it shows it doesn't look good including in OSTicket SCP.if i check my bridge the phrasing is still correct which shows inside the db it changed nothing.The signature i am talking about that doesn't get handled is with a Table and then a image inside of itif i check how it's filtered by OSTicket it looks like the table is 100% gone.If i check out both sources then it's very clear OSTicket is mishandeling the table and actually closing it on it's ownthe image inside the table is completely gone.the Table seems to be turned into a single 100% table rather then 3 colomns inside there.I have added both the original source (how it's sent) and how it comes back from OSticket.in the release announcement others can also re-produce the html issue btw.Regards,MarcoPS: I didn't use github as i didn't see a place to attach there

[Email Source.txt](https://forum.osticket.com/assets/files/migrated/FileUpload/e2/43a36a36a0a69f6aca60b6b14d87e8.txt)

[sig.txt](https://forum.osticket.com/assets/files/migrated/FileUpload/f0/ed45f9d9f2bafd6540048213ab7f88.txt)

ntozier

I will point out this thread to the devs to take a look.Out of curiosity how do you have Outlook configured to send: TNEF? HTML?They will want the complete emails with header/attachments for testing most likely.

Key4ce

HTMLElse it wouldn't be a html complaintas said if i check my bridge which loads the ticket from the OSTicket db --> it still displays fineso it is 100% OSTicket rendering code which changed (as it was fine in 1.8).Only issue i had with 1.8 is that de mail to the client had everything mushed together.. the rest all new :-)i do assume you guys have a form of change log so tracking down most of the issues should be quick.if i have more time i will see if i can find what scripts are used to render the ticket.Regards,Marco

jared@osticket.com

The largest part of the issue is that the format of the message used for email was incorrect. The system used the version for the web display for the email, which includes link redirection and a few other things. That's why the link in your example was rewritten to redirect through l.php. That issue has been addressed and is patched in the develop-next branch.I've opened a GitHub issue that addresses the <img> munging part of this issue. In this case, your thread here showcases a separate issue where the web display of the message drops images nested inside <a> tags.

Key4ce

alright, and how about everything that ends up out side the table?it was a 3 colomn table --> 1 img in the first, text in second, text in third.Image dissapeared, text got stacked ontop of eachother outside any table.

Key4ce

so.. any update on this?as the Ticket system at this point really does not display my customer tickets properly at all..poor html handeling in this day and age is quite a servere issue...

peter

@[deleted] - We're addressed the 2 core issues. Did you apply the patches posted by @[deleted]? If not, then try upgrading to the tip of develop-next.

Key4ce

I would try that but in github i only see a 1.7 and 1.8 three no 1.9so it's safe to say i didn't update any patches just the dl from your site

ntozier

https://github.com/osTicket/osTicket-1.8/tree/develop-next

Key4ce

Alright thanx.i will check later today if it makes any diff on html handling.PS: why didn't you guys make a 1.9 tree?

ntozier

I have no idea why they didn't branch 1.8 to make a new tree. That would be a question for @[deleted]

leninkster

The email problem is the age old Base64 encoding issue. This is a fault of the include/class.mailer.php.Line 151 needs to be changed from $mime = new Mail_mime("");to $mime = new Mail_mime("\n");Not having a return seems to truncate the head of the email when opened in outlook.

Key4ce

Ok,I just updated to the devel version on github AND applied @[deleted] line 151 fix.it solved all my issues!Thanks guys.

ntozier

Excellent. I'm going to mark this resolved and close the thread. If you have another question/comment/etc please start a new thread. Thanks!