message is cut after new line

kbozi

Hi,we made new email account and when someone send mail from Outlook in osTicket message is cut off after double new line. If someone write in Outlook mail:Hello,Some text...In osTicket we see just Hello,Have someone the same experience and maybe some ideas for the solution? Thank you!

Chefkeks

Please provide more info, like osTicket version, Outlook version, Plain-Text or HTML email, osTicket Reply Separator Tag to cut emails and so on, so we can better assist you. See also:http://forum.osticket.com/d/discussion//please-read-before-requesting-assistance#latest

kbozi

@[deleted] thank you for your reply and instructions. Here are aditional data:osTicket v1.6 STOutlook v2013HTML text (in plain text is OK)Reply Separator Tag: -- nachstehenden Text bitte nicht bearbeiten --Current PHP version: 5.2.17System Windows NT SERVER-DB-04 6.0 build 6002Header:MIME-Version: 1.0Received: from srv-xx-mx-01.local (x.x.x.x) by srv-xx-mx-01.local (x.x.x.x) with Microsoft SMTP Server (TLS) id 15.0.913.22 via Mailbox Transport; Wed, 20 Jan 2016 13 +0100Received: from srv-xx-mx-01.local (x.x.x.x) by srv-xx-mx-01.local (x.x.x.x) with Microsoft SMTP Server (TLS) id 15.0.913.22; Wed, 20 Jan 2016 13 +0100Received: from srv-xx-mx-01.local () by srv-xx-mx-01.local () with mapi id 15.00.0913.011; Wed, 20 Jan 2016 13 +0100From: Karno Bozi <K.Bozi@xxx.com>To: fm-helpdesk <fm-helpdesk@xxx.com>Subject: testKarnoThread-Topic: testKarnoThread-Index: AdFTfNT/ocbmMKyeQ7iyhBy2jufxhw==Date: Wed, 20 Jan 2016 13 +0100Message-ID: <38c415b54b874f6d8092f7fd5d2da003@srv-xx-mx-01.local>Accept-Language: de-DE, de-AT, en-USContent-Language: de-DEX-MS-Exchange-Organization-AuthAs: InternalX-MS-Exchange-Organization-AuthMechanism: 04X-MS-Exchange-Organization-AuthSource: srv-xx-mx-01.localX-MS-Has-Attach: yesX-MS-Exchange-Organization-SCL: -1X-MS-TNEF-Correlator:Content-Type: multipart/related; boundary="_002_38c415b54b874f6d8092f7fd5d2da003srvxxmx01local_"; type="text/html"In osTicket I see: "This is my HTML test"  Original message from Outlook2013:This is my HTML test

With 2 CRLF

And one

aditional text line.

Karno Bozi

Chefkeks

Wow, 1.6 ST is really old and I never played around with that - started using osTicket with 1.9. series - even though I watched and tested several 1.7 and 1.8 releases. Beside that, 1.6 is not supported anymore and my guess it that it's an HTML driven error since you wrote that in plain/text everything is ok.My suggestion is therefore to upgrade to the latest version (1.9.12).Please note that this version will at least require PHP 5.3 (since you're running 5.2) and the upcoming (not released, but hopefully soon) osTicket version 1.10 will require PHP 5.4 (as far as I know)Regarding the upgrade itself, take a look at the following discussion:http://forum.osticket.com/d/discussion//resolved-upgrade-to-latest-release#latestSince I can see on your reply separator tag that you're probably German or can at least speak/write German, you can also contact me in German via Private Messages ;)Cheers,Michael

kbozi

I know that v1.6 ST is old. We wont make upgrade because we made a lot of custom modifications and we will loose them with upgrade.It's strange that message is cut off just with new department we made few days ago and we using the same settings and even templates. And is happen just with HTML mail. If we send the same message to old department is OK. I think that problem is not in the code but in some setting.Thank you for help. I appreciate it. Maybe I will contact you via private Message. Thank you for offer :)

ntozier

I'm sorry but 1.6 reached end of life support a while ago. There were many email issues in that version, including one that sounds like you are describing.You should upgrade.

kbozi

The problem was in settings on Mailserver. When

we make new user account on Exchange server we have to set the right protocol

settings under Attribute Editor: This problem occured just in HTML

emails in new Outlook which use new parser for HTML - new tags like <o>

etc.