Follow-up show blank in ticket after replying to ticket from email

Telecine-Justin · 2016-08-12 20:16:09

using GLPI 0.85.2

here is my ticket template for ticket reply:

--
##IFticket.requesttype## ##ENDIFticket.requesttype## ##IFticket.assigntousers## ##ENDIFticket.assigntousers##

Case ###ticket.id## ##ticket.title##

##lang.ticket.creationdate## :

##ticket.creationdate##

Submitted by : ##IFticket.authors## ##ticket.authors## ##ENDIFticket.authors## ##ELSEticket.authors## -- ##ENDELSEticket.authors##
Assigned to : ##ticket.assigntousers##
Last Updated by :

##ticket.lastupdater##

##lang.ticket.status## : ##ticket.status##
##lang.ticket.category## : ##IFticket.category## ##ticket.category## ##ENDIFticket.category## ##ELSEticket.category## ##lang.ticket.nocategoryassigned## ##ENDELSEticket.category##
##lang.ticket.content## :

##ticket.content##

##FOREACHfollowups##

Updated :

##followup.date##

Updated by : ##followup.author##
##lang.ticket.status## : ##ticket.status##
##lang.followup.description## :

##followup.description##

##ENDFOREACHfollowups##

This is what I see in GLPI... the top entry is my reply/follow-up via email and the below entry is my response i created in GLPI which sent out an email to me.

Last edited by Telecine-Justin (2016-08-19 21:32:00)

Telecine-Justin · 2016-08-16 20:11:25

bump... ANYONE???

freewood · 2016-08-17 08:11:16

Is you problem the same as mine? http://forum.glpi-project.org/viewtopic.php?id=155067

Telecine-Justin · 2016-08-18 21:12:50

@freewood: no. different issue. My emails come in but the follow up appears blank in the ticket.

Telecine-Justin · 2016-08-18 21:13:10

@Yllen, any help?

freewood · 2016-08-19 11:40:52

Telecine-Justin, can you post your rules for email? I can't even reach that reply by email acceptance.

Telecine-Justin · 2016-08-19 21:27:43

@freewood: sorry, i am trying to get my issue resolved not get the subject hijacked.
If you need help with setting up your email configuration/glpi configuration to accept emails, please post screenshots of your configuration in your topic so that we can assist.

Thanks,
Justin

Telecine-Justin · 2016-08-22 16:22:49

Solution to this is here... took a week looking through forum posts http://forum.glpi-project.org/viewtopic.php?id=113613
It turns out that my issue was that we removed the delimiter line that says "to respond to this email reply above this line" which the system looks for as a parsing cue to process the email.

yllen · 2016-09-02 10:32:43

Telecine-Justin: your problem is solved?

oneill2john · 2022-06-17 13:52:23

I apologize for bringing back old topic, but I have the same problem.
When I reply to email, followup comes empty. The same thing happens when a user replies to email and wants to add a followup.

However, this only happens if I (or user) reply to email using Microsoft Outlook software.
If I, for example, reply using my smartphone, all followups come as expected.

My custom templates have both lines

=-=-=-= To answer by email, write above this line =-=-=-=

and

=_=_=_= To answer by email, write under this line =_=_=_=

I'm running GLPI 10.0.1

So I guess Microsoft Outlook is doing something unexpected. Since all my user are using Microsoft Outlook, I have to find a solution for this.

Thank you

oneill2john · 2022-06-20 12:57:39

Is it possible that Outlook ignores things like this below?

##FOREACH LAST 1 timelineitems##
Na dan ##timelineitems.date##, ##ticket.lastupdater##: 
##timelineitems.description##
##ENDFOREACHtimelineitems##

Because if I reply through mobile email app on my smartphone, follow-up notification comes as expected.
Only if I reply through Microsoft Outlook in Windows, my follow-up notifications come empty.

I have tried with my custom templates, but also with default GLPI templates and the problem is the same on both.

So either there's a bug in GLPI 10.0.1 or Outlook is striping down codes from my templates.

oneill2john · 2022-06-21 11:34:04

I think I found the cause of my problem.

In my template, HTML code starts with <table>

For example:

<table style="width: 100%; border: 0px #ccc solid; background: #efefef;">
<tbody>
<tr>
<td>
.
.
.
</td>
</tr>
</table>

With this HTML code, Microsoft Outlook sends empty emails when a user replies to them.

However, if I add proper beginning of my HTML email template with html tags, it works.
For example, If my template looks like this:

<html>
<head>
</head>
<body>
<table style="width: 100%; border: 0px #ccc solid; background: #efefef;">
<tbody>
<tr>
<td> 
.
.
.
</td>
</tr>
</table>
</body>
</html>

In this case, Microsoft Outlook can see it is HTML and email replies are normal as expected.

But this brings me to another problem: you can't enter HTML, HEAD and BODY tags using template source code. I can enter it once, but if I come back to source code, those HTML tags are no longer present in my template and email replies (followups) are sent empty again.

Is there a way I can set HTML tags permanent in my notification templates?
By doing this, emails in Microsoft Outlook would work as tested above.

oneill2john · 2022-06-23 12:55:14

My strugle with this continues ...
Further testing shows that it's not problem with my HTML code, but rather template tags are ignored.

For example, if I put this in my template notification:

##lang.ticket.timelineitems## : ##timelineitems.description##

Received email will look like this:

Processing ticket : ##timelineitems.description##

As you can see, the first part (label) is processed as expected, however, the second part is ignored and it simply displays it as text.

Does anybody have any idea why would that happened?

Last edited by oneill2john (2022-06-23 12:55:35)

cconard96 · 2022-06-23 14:31:10

This was a bug in 10.0.0 and it was already fixed for 10.0.1 by:
https://github.com/glpi-project/glpi/pull/11587

oneill2john · 2022-06-23 15:01:32

I'm already running GLPI 10.0.1 and still have this problem.

cconard96 · 2022-06-23 22:03:32

Did you apply the manual fix I posted as a comment on the pull request?
Given the difficulty of automatically updating the notification template, especially if it was modified/customized, you have to manually copy and paste the corrected template when updating from GLPI 10.
Clean installs of 10.0.1 should be OK as the default template was fixed.

oneill2john · 2022-06-24 08:58:00

cconard96 wrote:

Did you apply the manual fix I posted as a comment on the pull request?

Yes I did, but unfortunately still doesn't work

Here's an example, to illustrate problem.
I have created test template which contains the following code (code is copy/paste from GitHub link you provided):

<p>TEST TICKET TEMPLATE</p>
<p>##FOREACHtimelineitems##</p>
<div class="description b"><br><strong> [##timelineitems.date##]</strong><br><span style="color: #8b8c8f; font-weight: bold; text-decoration: underline;"> ##lang.timelineitems.author## </span> <span style="color: #000000; font-weight: bold;">##timelineitems.author##</span><br><span style="color: #8b8c8f; font-weight: bold; text-decoration: underline;"> ##lang.timelineitems.description## </span> <span style="color: #000000;">##timelineitems.description##</span><br><span style="color: #8b8c8f; font-weight: bold; text-decoration: underline;"> ##lang.timelineitems.date## </span> <span style="color: #000000; font-weight: bold;">##timelineitems.date##</span><br><span style="color: #8b8c8f; font-weight: bold; text-decoration: underline;">##lang.timelineitems.position## </span><span style="color: #000000; font-weight: bold;"> ##timelineitems.position##</span></div>
<div class="description b"><span style="color: #8b8c8f; font-weight: bold; text-decoration: underline;">##lang.timelineitems.type## </span><span style="color: #000000; font-weight: bold;"> ##timelineitems.type##</span></div>
<div class="description b"><span style="color: #8b8c8f; font-weight: bold; text-decoration: underline;">##lang.timelineitems.typename## </span> <span style="color: #000000; font-weight: bold;">##timelineitems.typename##</span></div>
<p>----------------------------------------------------------</p>
<p>##ENDFOREACHtimelineitems##</p>
<div class="description b">##lang.ticket.numberoffollowups## : ##ticket.numberoffollowups##</div>

This code is pasted into template using "Source code" option in GLPI.

However, this is how email looks like:

Ticket should display all 65 followups in email, but it doesn't.

supertramp4 · 2022-06-24 15:42:19

Hi,
Im struggling with the same problem, and this is a clean install of GLPI 10.0.1, and using the template from
h-t-t-p-s //glpi-user-documentation.readthedocs.io/fr/latest/modules/configuration/notifications/template_example.h-t-m-l
We intend to do most of our ticketing by e-mail, and generally its working correctly, but if any of the actors reply to the followup email with some more information, the text is correctly added to the ticket in GLPI, but the e-mail notifications do not contain any of the timeline information, just the original description.
However, if the reply is done through the web site, then the e-mails that are sent out DO show the timeline correctly.

oneill2john · 2022-06-27 08:37:29

@supertramp4, you described exactly my issue.
If I send replies via GLPI web, email notifications come as expected.
But sending replies using email sends blank emails, and since my users will use emails for communication, this is a big problem and we cannot implement GLPI until we find a solution

Last edited by oneill2john (2022-06-27 18:17:42)

supertramp4 · 2022-06-27 17:15:33

GLPI / oneill2john, i think i have identified the cause, but don't know the solution.

in notification tickets ensure you include ( just plain text will do, no need for html)
##FOREACHtimelineitems##
##lang.timelineitems.author## ##timelineitems.author##
##lang.timelineitems.description## ##timelineitems.description##
##ENDFOREACHtimelineitems##

1) Disable any cron jobs calling /front/cron.php
2) Reply to a ticket in outlook as normal
3) in setup -> automatic actions -> mailgate -> manually execute ( to receive the email)
4) in administration -> notification queue look at the outgoing email, and the contents should be CORRECT as per the ticket template including the timelineitems
5) in setup -> automatic actions -> queuednotification -> manually execute ( to send the emails )
6) now send another email in reply to the ticket
7) from a command prompt run php /glpi_path/front/cron.php --force mailgate ( to just run the mailgate )
8) in administration -> notification queue look at the outgoing email, and the contents will be INCORRECT

so the cron.php calling mailgate is somehow not working the same way as when its done from the GUI ??, and specifically is preventing the ##timelineitems## from being populated

@oneill2john, like you this is a blocker to implementing GLPI, and i really hope GLPI devs can help
HTH

Last edited by supertramp4 (2022-06-27 17:16:18)

oneill2john · 2022-06-28 09:09:46

@supertramp4, I have followed your steps and reproduced the problem. And you are right - if I manually run "mailgate" and "queuednotification", in this case all mail email replies come normal with all content in it, as expected.
The same goes if I use "Run Mode: GLPI" in Automatic Actions instead of CLI.

Then I used cron job again (executed via terminal), and in that case my email replies are received as blank.

So yes, I think you are right regarding cron, something is causing it to send blank emails if send using email clients like Outlook.

oneill2john · 2022-06-29 15:09:57

I have updated to 10.0.2 but the problem is still here.

supertramp4 · 2022-06-30 09:25:20

hi oneill2john,
Thanks for the update, I think as we have not had any input from GLPI this needs reporting as a bug. Are you OK to do this.

oneill2john · 2022-07-01 10:52:38

I have submitted bug issue here:

https://github.com/glpi-project/glpi/issues/12074/

oneill2john · 2022-07-07 09:28:26

Still haven't solved this issue.
Does anybody have a workaround for this problem until it is fixed?

Forum GLPI-Project

Announcement

#1 2016-08-12 20:16:09

Follow-up show blank in ticket after replying to ticket from email

#2 2016-08-16 20:11:25

Re: Follow-up show blank in ticket after replying to ticket from email

#3 2016-08-17 08:11:16

Re: Follow-up show blank in ticket after replying to ticket from email

#4 2016-08-18 21:12:50

Re: Follow-up show blank in ticket after replying to ticket from email

#5 2016-08-18 21:13:10

Re: Follow-up show blank in ticket after replying to ticket from email

#6 2016-08-19 11:40:52

Re: Follow-up show blank in ticket after replying to ticket from email

#7 2016-08-19 21:27:43

Re: Follow-up show blank in ticket after replying to ticket from email

#8 2016-08-22 16:22:49

Re: Follow-up show blank in ticket after replying to ticket from email

#9 2016-09-02 10:32:43

Re: Follow-up show blank in ticket after replying to ticket from email

#10 2022-06-17 13:52:23

Re: Follow-up show blank in ticket after replying to ticket from email

#11 2022-06-20 12:57:39

Re: Follow-up show blank in ticket after replying to ticket from email

#12 2022-06-21 11:34:04

Re: Follow-up show blank in ticket after replying to ticket from email

#13 2022-06-23 12:55:14

Re: Follow-up show blank in ticket after replying to ticket from email

#14 2022-06-23 14:31:10

Re: Follow-up show blank in ticket after replying to ticket from email

#15 2022-06-23 15:01:32

Re: Follow-up show blank in ticket after replying to ticket from email

#16 2022-06-23 22:03:32

Re: Follow-up show blank in ticket after replying to ticket from email

#17 2022-06-24 08:58:00

Re: Follow-up show blank in ticket after replying to ticket from email

#18 2022-06-24 15:42:19

Re: Follow-up show blank in ticket after replying to ticket from email

#19 2022-06-27 08:37:29

Re: Follow-up show blank in ticket after replying to ticket from email

#20 2022-06-27 17:15:33

Re: Follow-up show blank in ticket after replying to ticket from email

#21 2022-06-28 09:09:46

Re: Follow-up show blank in ticket after replying to ticket from email

#22 2022-06-29 15:09:57

Re: Follow-up show blank in ticket after replying to ticket from email

#23 2022-06-30 09:25:20

Re: Follow-up show blank in ticket after replying to ticket from email

#24 2022-07-01 10:52:38

Re: Follow-up show blank in ticket after replying to ticket from email

#25 2022-07-07 09:28:26

Re: Follow-up show blank in ticket after replying to ticket from email

Board footer