Reply above line

elsfed

Hi,
Our users love to reply to tickets via email and that's okay. The problem is that when they reply I can see the previous answer too, even if this is under the -- reply -- line tag. The setting "Strip Quoted Reply" is on. I'm also able to see the tag if I look at the html source of a mail generated from osTicket.
Any idea on what's going wrong here?

Thanks

ntozier

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Version of osTicket?
Version of PHP?
Settings at: Admin panel -> Emails -> Settings?

elsfed

ntozier
Version of osticket is v1.14.1 (f1e9e88)
PHP version is 7.3.15

ntozier

at Admin panel -> Settings -> System is Enable Rich Text: enabled?

elsfed

ntozier
The setting is on.

ntozier

I'll ask the devs to take a look at this as I have never seen this behavior before.

KevinTheJedi

@elsfed

I cannot replicate this. Can you post a raw email example so we can attempt to debug?

Cheers.

elsfed

KevinTheJedi

I did some more testing and it looks like that it doesn't work if I have a short line tag. I used -- reply -- and it did not work. When I changed it to something longer like -- type your answer above -- it worked. For me good enough like this.

KevinTheJedi

@elsfed

I'll look to see if we have a minimum char limit on the reply separator and get back to you, because this is odd. 🤔

Cheers.

KevinTheJedi

@elsfed

As far as I can see, we do not have a minimum character requirement. As long as the Reply Separator in the system matches the Reply Separator in the email, it should work as intended.

Edit:
Tested this using v1.14.1 and -- reply -- and it worked just fine for me.

Cheers.