Akeeba Ticket System

Thursday, 16 February 2017 09:15 CST

weeblr

Hi

We have had a few customers for whom reply by email was not working. As I started using a new email client (mailbird), I realized this was not working for me any longer either.
As I could reproduce, I investigated and found that it comes down to the html message being sent by ATS being invalid, and thus being stripped by the client when hitting the Reply button. As the the user response misses the "Reply above this line" line, the ticket is not recognized (if the X-ATS-TICKETID header is also removed, which seems common).

This happens because the PLG_ATS_POSTEMAIL_REPLYABOVE string is simply prepended to the email template:

$body       = '!-!- ' . JText::_('PLG_ATS_POSTEMAIL_REPLYABOVE') . ' ' . $ticketInfo . ' -!-!';
$body       = '<p>' . $body . '</p>';
$template   = $body . $template;

And so we end up with a message similar to:

<p>!-!- You can reply above this line {ticketid:3298} -!-!</p>
<html>
<head>
<title>Your new private ticket #3298 Test ticket with reply by=
 email</title>
</head>
<body><div style=3D"background-color: #f3f3f5; padding: 30px 20px;">

So the Reply above... line is outside of the html tag, and is stripped. I got this working by inserting the Reply above... line just after the body tag:

//$body       = '<p>' . $body . '</p>';
//$template   = $body . $template;
$template = str_replace(
	'<body>',
	'<body><p>' . $body . '</p>',
	$template
);

We only send HTML, and this is fine for us. I suspect you might want to check first for the presence of the body tag, in case admin selected to send text-only messages (in such case, the previous way of appending only is fine).

The resulting HTML message is no longer stripped when using the Replt button and is recognized by ATS as pertaining to a ticket.

Rgds

Thursday, 16 February 2017 10:07 CST

tampe125

Hello,

thank you very much for the report.
I just fixed the issue, can you please download the latest dev release and try again?

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Thursday, 16 February 2017 10:29 CST

weeblr

Hi Davide

Tried 0CBFF, but problem is the same. I then checked the code, and the PostEmail plugin has not been modified, still:

$template = $body . $template;

??

Edited by weeblr on 2017-02-16 10:29 CST

Thursday, 16 February 2017 11:02 CST

nicholas

I uploaded from the wrong branch. The correct one is revE9AF630 which I just uploaded now.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Thursday, 16 February 2017 11:22 CST

weeblr

Hi again

Yes, that fixes it for me.

Do you have a change log of this version agains the released 2.3.3? or is it just a branch off 2.3.3?
I tested on staging, not the main site yet.

Rgds

Friday, 17 February 2017 03:33 CST

tampe125

This is the current Changelog. Please remember that this is an alpha version and things could change before the stable release.

Akeeba Ticket System 2.2.4
================================================================================
# [MEDIUM] Could not add replies to a Ticket Bucket
# [LOW] Fixed displaying assigned user while viewing tickets in Buckets page
# [LOW] Fixed error in Social Buttons plugin
# [LOW] Multi-language sites: Fixed choosing the category while creating a new ticket
# [LOW] Reply by email: Fixed broken HTML while adding the "Reply above this line" text

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 17 February 2017 04:43 CST

weeblr

Thanks, I'll just wait til there's a release then.

Support