Forum GLPI-Project

oneill2john

Member

Registered: 2022-05-07

Posts: 58

[SOLVED] White background in tickets generated by Outlook

My users use "Outlook" application and/or "Outlook on web" for sending emails and sending tickets to our helpdesk glpi system.
The problem is, Outlook adds white background for all outgoing messages, so our tickets look like this:

https://i.postimg.cc/PJWDwDS5/Screenshot-2022-12-02-115350.png

As you can see from above image, tickets have white background where text is. The same goes for our email notification templates - white background where text is.

I was analyzing what is going on and saw that every email sent from Outlook adds this HTML code to messages:

<div class="x_elementToProof" style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:12pt; color:rgb(0,0,0); background-color:rgb(255,255,255)">sdfsdfsdf</div>

So that's the problem.

Solution is to somehow remove this line from incoming email messages, but I don't know how to do that.

Is there a way for GLPI to strip/remove HTML from incoming emails?

What I have tried so far:
- tried to use Power Automate (part of Office365) to convert HTML to Text but that didn't work because GLPI still takes the original email from Inbox
- tried to use UI Customization from Administration > Entities and add my custom CSS for that, but it also didn't work.

Does anyone have a suggestion what else could I try?

Last edited by oneill2john (2022-12-06 12:02:07)

oneill2john

Member

Registered: 2022-05-07

Posts: 58

Re: [SOLVED] White background in tickets generated by Outlook

I haven't found the solution how to remove HTML tags from incoming Outlook emails send to my GLPI ticketing, but I found an alternative solution which works for me.
In my original post above you can see how the problem looks like in my ticketing, and here is how it looks now:

https://i.postimg.cc/2SPY6V70/Screenshot-2022-12-06-104412.png

As you can see, I changed colors and now no matter what Outlook version is used by a user (Outlook, Outlook on the web, Outlook mobile), all tickets and emails look the same.

What I have done is changed CSS for ticketing:
1. In your GLPI, go to Administration > Entities > *select your entity* > UI customization
2. Add your CSS code that you like.

Here is mine if you want to use it and just change colors:

.timeline-item.ITILFollowup .timeline-content, .timeline-item.KnowbaseItemComment .timeline-content {
    background-color: #ffffff;
    border-color: #0c75c0;
}

.timeline-item.ITILContent .timeline-content, .timeline-item.ITILValidation .timeline-content {
    background-color: #ffffff;
    border-color: #0c75c0;
}

.timeline-item.ITILContent .timeline-content::before, .timeline-item.ITILValidation .timeline-content::before {
    border-color: #0c75c0 #0c75c0 transparent transparent;
}

.timeline-item.ITILContent .timeline-content::after, .timeline-item.ITILValidation .timeline-content::after {
    border-color: #ffffff #ffffff transparent transparent;
}

.timeline-item.ITILFollowup .timeline-content::after, .timeline-item.KnowbaseItemComment .timeline-content::after {
    border-color: #ffffff #ffffff transparent transparent;
}

.timeline-item.ITILFollowup .timeline-content::before, .timeline-item.KnowbaseItemComment .timeline-content::before {
    border-color: #0c75c0 #0c75c0 transparent transparent;
}

.timeline-item.ITILFollowup .timeline-content.t-right::after, .timeline-item.KnowbaseItemComment .timeline-content.t-right::after {
    border-color: #ffffff transparent transparent #ffffff;
}

.timeline-item.ITILFollowup .timeline-content.t-right::before, .timeline-item.KnowbaseItemComment .timeline-content.t-right::before {
    border-color: #0c75c0 transparent transparent #0c75c0;
}

.rich_text_container .long_text .read_more {
    background: linear-gradient(to bottom, rgba(255, 255, 255, 0) 0%, #e3ebf4 100%);
}

.timeline-item .timeline-header .creator .badge {
    background-color: #f5f7fb;
}

I have also changed my email templates so now everything looks great now.

Since I solved my problem with this solution, I will mark this topic as solved.