Hi,

Firstly, thanks for your help in advance! I have posted all my system information in the attached jpeg. We recently upgraded from 1.12.4 to 1.14.1.

We have one issue, when an agent replies and we post the reply, HTML markup is being added to the response? Please see "response.jpg" attached which shows a response with the < p > tags added?

I have also attached the response received by the customer in the image below -

I get the feeling this is probably a setting I am missing somewhere, but any help would be grateful received.

Thank you

Andrew

@clarkies

Do you have Rich-text enabled or are you only using Plaintext? Also, are you pasting content into the editor or just simply writing it out? Are you clicking the HTML button on Redactor at all?

Cheers.

Hi,

Thanks for the reply. We don't have Rich-text enabled. We are using a canned response and adding additional text. We haven't clicked on the HTML button at all.

I have just tried to send a message without using a canned response and it comes through fine! So it must related to canned responses?

Thanks

Hi,

I have tried editing and saving the canned response, and this doesn't make any difference. I have also tried creating a new canned response to see if it was something related to the old ones or the way they had been dealt with during the upgrade. Exactly the same happens with a new one, the HTML markup comes through in the email, if we use any canned responses.

Is this now considered a bug?

Thanks

    clarkies
    You might want to upgrade your PHP ver. to 7.2 or 7.3, that might help
    Also, you can try just download a fresh copy of files from osticket.com/download and replace your current, make sure to do a backup of database/files just in case

        Do you have Enable Rich Text enabled?
        Admin panel -> Settings -> System

          ntozier If I enable Rich Text it does solve the problem, however surely it should still work in plaintext without having to enable this option?

          Thanks

            clarkies
            Very strange, does that happen with all Agents or just one?
            Also, have you tried using different browsers and clearing cache?

              Did you edit your canned response and remove the html from it?

              If you have HTML disabled, and you use HTML in your canned response it will append the HTML in the response and you will see the results that you have described.

                ntozier Hi, We haven't made any changes to the canned responses. They worked perfectly before the upgrade and since the upgrade, it nor shows the HTML <p> tag. We don't use HTML in the canned responses, it is merely the paragraph tags that appear at the start / end of each line.

                There isn't any HTML in the canned response.

                Thanks

                  Go to Agent panel -> Knowledgebase -> Canned Responses.
                  Click on the canned response.
                  Click on the <> button.
                  remove the HTML tags.

                    ntozier Thanks for the reply. That doesn't make any difference. I clicked the <> button, removed all the tags and then saved it. Sent another test message, and it's exactly the same, all the tags appear as before.

                    The only way to stop them is to turn on Rich-text which I didn't really want to do.

                      7 months later

                      ntozier I have exactly the same problem like @clarkies . After upgrading from 1.12.x to 1.14.2 i cannot send good looking emails anymore. I want to send plain text mails only. I removed all html tags from my canned responses as you described, but whenever i select a canned response, the editor switches to a html editor and the whole canned text is in one line.

                      For me it is also hard to use the new html editor because of the line spacing. Maybe it is on me, but i always have a complete mess with newlines, paragraphs etc.

                        I just found out that with shift+enter i get a smaller linebreak.
                        Maybe i can work with that 😃 .

                        @fliefers This can be set by anyone. Profile -> Preferences -> Editor Spacing

                        6 months later

                        @clarkies Did you find a solution for removing HTML-Tags in plain text responses?

                        2 months later

                        I tried some things.
                        Normal responses work fine with the simple linebreak.
                        But this doesn't helped me with canned responses.
                        Canned responses written in the plain text editor without any html-tag will loose every linebreak (doesn't matter which type I used) and they will embedded in <p>-Tag, if we use it.

                        Did anybody a solution for this?
                        Thanks in advance

                        2 months later

                        Same here currently using PHP 7.2 and OST 1.5.2.

                        Issue: Disabling rich text editor, causes agent responses to show html markup. Client responses do not.

                        Workaround: Until it gets fixed, is to enable rich text. And disable rich text for client, by disabling with css.

                        There are many approaches to disabling it via css. My way was by creating an override css. Useful to minimize core changes, by fixing unforeseen fixes using only css (well some.).

                        In your client/header.inc.php insert a custom css at the end

                        <head>..
 files/css/ost-overrides.css?cb6766e
 ...
 </head>

                        Also, in your client/header.inc.php after body

                        <body>
  <div id="client-pages">

                        In your client footer.inc.php, close it, after

                        <footer>..</div>
</div>

                        In your ost-overrides.css

                        #client-pages .redactor-toolbar-wrapper {
  display:none;
}

                        and add any other client overrides, like so

                        /* Bugfix - Stop logo hover underlining */
#client-pages #header a {  margin-bottom: 0; }
#client-pages #header a:hover {  border-bottom: none; }

                        Hope this helps

                        Write a Reply...