forwarded text

[caz]

i work with 2 installs of kayako ..

supportsuite-3_00_32-stable-zendopen
and
esupport-3_00_32-stable-zendopen

Both of these refuse to parse the forwared portion of an email.

ie: my customer gets an email and forwards that to support@mydomain.tld

we only get the text above the forwarded message content

We constantly have to ask our clients to resend by copy/pasting the part they want to forward into the body of a new mail instead of forwarding inline

I haven't seen anyone else report this issue and find that strange since it is happening for 2 companies I work with using 2 different installs.


Help

[caz]

I can't imagine that I am the only one having this issue ..

[ellarr]

The breakline feature shouldn't be happening on new tickets. Here's how I fixed it...

Open modules\parser\functions_parsercore.php and search for '// Process the final content'. You should see a couple lines that look like.

$_email["finalContent"] = processBreakLines($emailcontent);
parserDebug("PARSER: Final Content Is: ".$_email["finalContent"]);

replace those two lines with

	if (!$_email["isticketreply"])
	{
  	   $_email["finalContent"] = $emailcontent;
		parserDebug("PARSER: New Ticket. Skipping breakline processing Final Content Is: ".$_email["finalContent"]);
	}
	else
	{
  	   $_email["finalContent"] = processBreakLines($emailcontent);
  	   parserDebug("PARSER: Final Content Is: ".$_email["finalContent"]);
	}

[caz]

ellarr .. you are a live saver !

I truly hope Kayako applies this in their next release.

I had a ticket in for the issue and they delayed their reply until this thread appeared and referred me to it for the solution :-\

..at least they did follow up I guess

Thanks again !

[Varun Shoor]

Its already fixed in last CVS build.

Regards,

Varun Shoor