Forwarding emails get cut off

[kbuska]

If i get a support email in my personal email and want to forward it to esupport it cuts off everything below my forward. I.E. The customers problem and only inserts my forward message and signature. I can get around this by removing the forwarding part and only forward the customer's support information. I hope this makes sense.

Thank you,
Ken Buska

[Neil-UKWSD]

Hi Ken,

The breaklines settings eSupport / SupportSuite casue the forwarded message to be cut off as the breakline in the email matches what it is set to cut off at.

If you remove the breaklines in eSupport / SupportSuite it will stop cutting off the message, but the same will apply when a client replies to a ticket.

[ellarr]

Breakline support should not be executed on email messages that are not a reply to an existing ticket. 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"]);
	}

[netFusion]

Originally Posted by ellarr

Breakline support should not be executed on email messages that are not a reply to an existing ticket. 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.

Nice catch!

Please forward that to Varun so he can fix it in the code.

[eugenevdm]

I have an urgent breakline issue that I would like to solve. Basically I'm using an unstable version of Kayako, version 3.00.45, because I need the XML date function, but now, even though all breaklines are gone, all e-mails are stripped.

However, when I look at my "source code" I only see encrypted information. I am using Zend. How can I view the actual source and make modifications to it?

[mmay]

What do you mean "all email are stripped"? There was a bug in .45 that cause the parser to create blank tickets. It's been fixed in builds since then, check the change log... If that is not what you mean then just ignore me.

[eugenevdm]

What I meant was the when I forward e-mail it gets cut off, even though I have *no* breaklines specified.

I have some questions that you might be able to answer:

1. Should I rather use CVS or UNSTABLE if I want to experiment?

2. Why are some people able to see the source code but I can't (it appears scrambled)?

I am downloading 3.00.80 UNSTABLE now so that I can examine the changelog. I couldn't find anything regarding this on the changelog listed at members.kayako.net.

[eugenevdm]

I downloaded 3.00.80 unstable and I find this in the changelog:

07 Mar 2006 10:35 PM - vshoor

Files Affected: 10
- Breaklines no longer run on new tickets, only on replies.

But this not relate to my problem. Even if I forward a new ticket it's "broken."

[eugenevdm]

OK I upgraded to 3.00.80 and now the problem is gone! Thank goodness.