Email ticket body not being filled in by comments

wolfsden3 · 2022-05-08 15:37:40

Ubuntu: 20.04.4
GLPI: 10.0.0
NGINX + PHP 8.1.5 + MariaDB + PHPFPM

Users submit their help ticket via email > GLPI checks the mailbox and imports the mail as a ticket > I see the ticket contents on the GLPI web interface > I reply. When the user receives the reply it doesn't ever show the response in the body. It shows 6 categories of things like below. Is the reply template messed up somehow in this new version?

============================================

[2022-05-08 09:10:08]
Writer ##timelineitems.author##
Description ##timelineitems.description##
Opening Date ##timelineitems.date##
Position ##timelineitems.position##
Internal type ##timelineitems.type##
Types ##timelineitems.typename##

...three other reply tests that all show like the above ^

Number of Followups : 4
Number of Tasks : 0

============================================

What might be the cause of this?

Thanks for any assistance!

Edit:

Continuing to muddle through this I found that if I reply to a ticket the "follow up templates" is blank. This seems to be this way by DEFAULT! What the heck? I suspect that this is why things are blank, because there is literally no template being used or this is messed up in some way on this new 10.0 version.

Can anyone help me fix this? I did try to add a template but then I backed out because I really don't know what to do here. I found a PDF discussing it but I'm still a bit lost.

I don't know how to add an images on here, there's no "upload" button and this seems to be a programmers paradise of cryptic code on a message board, so old skewl. If you're in a reply to a ticket it's the filed that is above "source of the follow up". The field is blank. This does not seem normal. On an old old version of GLPI that I still have up as a reference, this field layout does not exist. On the old one I can say "add new follow up" and it only has the source of the follow up field, not the follow up template.

This is a guess. Again, any help is appreciated.

Last edited by wolfsden3 (2022-05-08 19:25:04)

cconard96 · 2022-05-10 00:49:08

Images should be able to be added here by uploading the image on an image sharing site and then using the special "img" BBCode tag like "[i m g=FluxBB bbcode test]https://forum.glpi-project.org/img/test.png[/i m g]" where "FluxBB bbcode test" is alternative text for the image. I think you can skip the alternative text part by just using "[i m g]https://forum.glpi-project.org/img/test.png[/i m g]". Note that I had to add spaces between the letters in the "img" tags because it replaced the text with the example image.

I know others have reported problems with the "timelineitems" tags in notifications but I cannot find the GitHub issue right now so it may have just been forum posts. I haven't had a chance to look into the issue myself yet.

At least from the web UI, the followup template and source of followup fields seem OK on the latest bug-fix version (nightly).

Last edited by cconard96 (2022-05-10 00:50:32)

wolfsden3 · 2022-05-10 21:48:29

Where do I get the nightly build so I can replace the file that is responsible with the code? All find online is: https://github.com/glpi-project/glpi/releases/

Edit: oh! I found it! https://nightly.glpi-project.org/glpi/

Edit #2: I think I found the bug. https://github.com/glpi-project/glpi/issues/11368

"Snapshot of received content attached. It loops through the timeline items, but doesn't expand the macro's in the HTML version. In the text version, it displays the content as expected."

If you view the email received "in plain text", like in GMail (view original), where it shows you the headers and source in plain text, you can see the content of the tickets but not when in HTML mode in the email so it seems to be an HTML problem and that the HTML email version is not showing the content correctly.

** I guess we have to wait until this is resolved on some kind of nightly build? I replaced the "front" folder from the nightly and it still has the same problem.

Thanks.

Last edited by wolfsden3 (2022-05-10 23:04:01)

wolfsden3 · 2022-05-17 16:33:57

Your fix didn't work. When I pasted in the HTML from the github "fix" in my email that got sent out from GLPI it showed:

<div></div>
<div> URL : <a href=""></a> </div>
Tickets: Description
 Title :Fwd: test ticket Requesters : myemail@emailprovider.com Opening Date :2022-05-12 23:30 Closing Date : Request Sources :Helpdesk Associated Items :

 Status : New Urgency : Medium Impact : Medium Priority : Medium No Defined Category Description :

...and later down the email was this:

<div class="description b"> [2022-05-17 10:10:45] Writer glpi Description

I think I fixed the email html body problem. I saw there was a fix and I applied it.

Is this information in the body of the email? If so...WOOT! If not...that sucks!

Fingers crossed ?
 Opening Date 2022-05-17 10:10:45 Position left</div>
<div class="description b">Internal type ITILFollowup</div>
<div class="description b">Types Followups</div>

<div class="description b">Number of Followups : 1</div>
<div class="description b">Number of Tasks : 0</div>

So...all the HTML fix up in your git fix doesn't seem to be working.

https://github.com/glpi-project/glpi/pull/11587

Maybe because in #4 there is no "source code" button?

4 - In the "HTML body" field, select the "Source code" button in the toolbar.

cconard96 · 2022-05-17 23:41:18

It looks like "< >" and is between the insert/edit image button and the fullscreen button.

I just realized that the button (and a lot of others) are missing if you use the inline toolbar which is the default now. I couldn't get used to it so I switched back to the regular toolbar in my user preferences (Rich text field layout". The button does show up with this toolbar.
I'll update my steps on the GitHub pull request.

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#1 2022-05-08 15:37:40

Email ticket body not being filled in by comments

#2 2022-05-10 00:49:08

Re: Email ticket body not being filled in by comments

#3 2022-05-10 21:48:29

Re: Email ticket body not being filled in by comments

#4 2022-05-17 16:33:57

Re: Email ticket body not being filled in by comments

#5 2022-05-17 23:41:18

Re: Email ticket body not being filled in by comments

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