Forum GLPI-Project

isadora.cristin

Member

Registered: 2015-08-21

Posts: 6

Open a ticket with an email as description. BUG!

Hi!
We are using the GLPI 0.85.4.
When we open a ticket with the header like that:

"From: someone@domain.com
Date: August 26,friday of 2015 16:09
To: someone@domain.com
Subject: Open a ticket..

Description of the ticket."

The description and all below, as the buttom save, disappear.

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Open a ticket with an email as description. BUG!

I don't understand your problem.
You create a ticket via mail collector? where have you the button Save?

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

isadora.cristin

Member

Registered: 2015-08-21

Posts: 6

Re: Open a ticket with an email as description. BUG!

Hi Yllen!

The problem happens when we create a ticket at the GLPI.
If we put some email in the descrition, then the ticket open, but when you open the ticket to edit, then the description and the buttom save dissapear.

Last edited by isadora.cristin (2015-08-27 20:56:17)

isadora.cristin

Member

Registered: 2015-08-21

Posts: 6

Re: Open a ticket with an email as description. BUG!

Hi, somebody understood the bug ?

Please let me know if it happen with you too.

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Open a ticket with an email as description. BUG!

Which profile do you use?
Have you this issue if you create a ticket without email in description?
Do you use Rich text?

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

isadora.cristin

Member

Registered: 2015-08-21

Posts: 6

Re: Open a ticket with an email as description. BUG!

Which profile do you use?
Have you this issue if you create a ticket without email in description?
Do you use Rich text?

Yllen, this happen in all profiles.
The problem happen only when an email is in the description, without it, open normally.
The problem is that sometimes when a customer open a ticket they put an email with the header to show or explan something.

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Open a ticket with an email as description. BUG!

Do you use Rich Text in Setup > Global?

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

isadora.cristin

Member

Registered: 2015-08-21

Posts: 6

Re: Open a ticket with an email as description. BUG!

Do you use Rich Text in Setup > Global?

Yllen, thank you again for your attention.
About the rich text where can i check this ?
It is some configuration ?

Remember that we use that way before and suddenly start to have problems.

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Open a ticket with an email as description. BUG!

Look at Menu Setup, sub-menu General, tab Assistance, field "Use rich text for helpdesk" on the right column

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

isadora.cristin

Member

Registered: 2015-08-21

Posts: 6

Re: Open a ticket with an email as description. BUG!

Look at Menu Setup, sub-menu General, tab Assistance, field "Use rich text for helpdesk" on the right column

Yllen,
It works!

Thanks a lot!

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Open a ticket with an email as description. BUG!

Thanks. I close

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)