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Outlook 2013 - Best practice?

Discussion in 'Using Kayako Classic' started by Torbjörn S., Nov 20, 2014.

  1. Torbjörn S.

    Torbjörn S. Reputed Member

    Hello.

    We have outlook 2013 in our organization and in Kayako we have the following apps:
    - WYSIWYG Editor - Custom fields
    - Ticket Post feature

    We have a lot of problems with mail that doesn't look the way it should once it gets into kayako.
    We are using html default because we need it for some things in the wysiwyg-editor.
    I have quite a lot of allowed html tags:
    Code:
    a,abbr,acronym,address,applet,area,article,aside,audio,b,base,basefont,bdi,bdo,big,blockquote,body,br,button,canvas,caption,center,cite,code,col,colgroup,command,datalist,dd,del,details,dfn,dialog,dir,div,dl,dt,em,embed,fieldset,figcaption,figure,font,footer,form,frame,frameset,head,header,h1,h2,h3,h4,h5,h6,hr,html,i,iframe,img,input,ins,kbd,keygen,label,legend,li,link,map,mark,menu,meta,meter,nav,noframes,noscript,object,ol,optgroup,option,output,p,param,pre,progress,q,rp,rt,ruby,s,samp,script,section,select,small,source,span,strike,strong,style,sub,summary,sup,table,tbody,td,textarea,tfoot,th,thead,time,title,tr,track,tt,u,ul,var,video,wb,data
    
    and allowed html attributes:
    Code:
    size,font-family,font face,color,span,href,rel,src,style,width,align,cellpadding,cellspacing,border,colspan,height,type,data
    
    I need help on how to set up this so that the tickets looks fine even after one or two additions from mail or webgui.

    Please, help me (and maybe others) out here.
     
  2. Torbjörn S.

    Torbjörn S. Reputed Member

    This is an example of a mail sent from outlook ending up looking really "funny" in kayako.

    Code:
    --_000_9ed417f710cf40908dddd6cf69c8004aDB4PR05MB0957eurprd05pr_
    Content-Type: text/plain; charset="iso-8859-1"
    Content-Transfer-Encoding: quoted-printable
    
    Skriver lite och trycker enter
    Text efter entertryck, nu shift-enter
    efter shift-enter nu 2 enter innan tabell
    
    Cell 1
    
    Cell2
    
    Cell 3
    
    Cell 4
    
    Cell 5
    
    Cell 6
    
    
    Fetstil och en tabb                    efter tabb
    
    Kursiv och tabb                           efter tabb
    
    Understruken och tabb           efter tabb
    
    Autokorrigerad linje efter m=E5nga bindestreck
    
    -----------------------------------
    Torbj=F6rn Sch=F6n
    
    
    --_000_9ed417f710cf40908dddd6cf69c8004aDB4PR05MB0957eurprd05pr_
    Content-Type: text/html; charset="iso-8859-1"
    Content-Transfer-Encoding: quoted-printable
    
    <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micr=
    osoft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" =
    xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:=
    //www.w3.org/TR/REC-html40">
    <head>
    <meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3Diso-8859-=
    1">
    <meta name=3D"Generator" content=3D"Microsoft Word 15 (filtered medium)">
    <style><!--
    /* Font Definitions */
    @font-face
        {font-family:"Cambria Math";
        panose-1:2 4 5 3 5 4 6 3 2 4;}
    @font-face
        {font-family:Calibri;
        panose-1:2 15 5 2 2 2 4 3 2 4;}
    /* Style Definitions */
    p.MsoNormal, li.MsoNormal, div.MsoNormal
        {margin:0cm;
        margin-bottom:.0001pt;
        font-size:11.0pt;
        font-family:"Calibri","sans-serif";
        mso-fareast-language:EN-US;}
    a:link, span.MsoHyperlink
        {mso-style-priority:99;
        color:#0563C1;
        text-decoration:underline;}
    a:visited, span.MsoHyperlinkFollowed
        {mso-style-priority:99;
        color:#954F72;
        text-decoration:underline;}
    span.E-postmall17
        {mso-style-type:personal-compose;
        font-family:"Calibri","sans-serif";
        color:windowtext;}
    .MsoChpDefault
        {mso-style-type:export-only;
        font-family:"Calibri","sans-serif";
        mso-fareast-language:EN-US;}
    @page WordSection1
        {size:612.0pt 792.0pt;
        margin:70.85pt 70.85pt 70.85pt 70.85pt;}
    div.WordSection1
        {page:WordSection1;}
    --></style><!--[if gte mso 9]><xml>
    <o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" />
    </xml><![endif]--><!--[if gte mso 9]><xml>
    <o:shapelayout v:ext=3D"edit">
    <o:idmap v:ext=3D"edit" data=3D"1" />
    </o:shapelayout></xml><![endif]-->
    </head>
    <body lang=3D"SV" link=3D"#0563C1" vlink=3D"#954F72">
    <div class=3D"WordSection1">
    <p class=3D"MsoNormal">Skriver lite och trycker enter<o:p></o:p></p>
    <p class=3D"MsoNormal">Text efter entertryck, nu shift-enter<br>
    efter shift-enter nu 2 enter innan tabell<o:p></o:p></p>
    <p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
    <table class=3D"MsoTableGrid" border=3D"1" cellspacing=3D"0" cellpadding=3D=
    "0" style=3D"border-collapse:collapse;border:none">
    <tbody>
    <tr>
    <td width=3D"313" valign=3D"top" style=3D"width:234.9pt;border:solid window=
    text 1.0pt;padding:0cm 5.4pt 0cm 5.4pt">
    <p class=3D"MsoNormal">Cell 1<o:p></o:p></p>
    </td>
    <td width=3D"313" valign=3D"top" style=3D"width:234.9pt;border:solid window=
    text 1.0pt;border-left:none;padding:0cm 5.4pt 0cm 5.4pt">
    <p class=3D"MsoNormal">Cell2<o:p></o:p></p>
    </td>
    </tr>
    <tr>
    <td width=3D"313" valign=3D"top" style=3D"width:234.9pt;border:solid window=
    text 1.0pt;border-top:none;padding:0cm 5.4pt 0cm 5.4pt">
    <p class=3D"MsoNormal">Cell 3<o:p></o:p></p>
    </td>
    <td width=3D"313" valign=3D"top" style=3D"width:234.9pt;border-top:none;bor=
    der-left:none;border-bottom:solid windowtext 1.0pt;border-right:solid windo=
    wtext 1.0pt;padding:0cm 5.4pt 0cm 5.4pt">
    <p class=3D"MsoNormal">Cell 4<o:p></o:p></p>
    </td>
    </tr>
    <tr>
    <td width=3D"313" valign=3D"top" style=3D"width:234.9pt;border:solid window=
    text 1.0pt;border-top:none;padding:0cm 5.4pt 0cm 5.4pt">
    <p class=3D"MsoNormal">Cell 5<o:p></o:p></p>
    </td>
    <td width=3D"313" valign=3D"top" style=3D"width:234.9pt;border-top:none;bor=
    der-left:none;border-bottom:solid windowtext 1.0pt;border-right:solid windo=
    wtext 1.0pt;padding:0cm 5.4pt 0cm 5.4pt">
    <p class=3D"MsoNormal">Cell 6<o:p></o:p></p>
    </td>
    </tr>
    </tbody>
    </table>
    <p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
    <p class=3D"MsoNormal"><b>Fetstil och en tabb&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;=
    &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nb=
    sp;&nbsp; efter tabb<o:p></o:p></b></p>
    <p class=3D"MsoNormal"><b><o:p>&nbsp;</o:p></b></p>
    <p class=3D"MsoNormal"><i>Kursiv och tabb&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbs=
    p;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&=
    nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; efter tabb<o:p></o:p></i></=
    p>
    <p class=3D"MsoNormal"><i><o:p>&nbsp;</o:p></i></p>
    <p class=3D"MsoNormal"><u>Understruken och tabb&nbsp;&nbsp;&nbsp;&nbsp;&nbs=
    p;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; efter tabb<o:p></o:p></u></p>
    <div style=3D"mso-element:para-border-div;border:none;border-bottom:solid w=
    indowtext 1.0pt;padding:0cm 0cm 1.0pt 0cm">
    <p class=3D"MsoNormal" style=3D"border:none;padding:0cm"><u><o:p><span styl=
    e=3D"text-decoration:none">&nbsp;</span></o:p></u></p>
    </div>
    <p class=3D"MsoNormal">Autokorrigerad linje efter m=E5nga bindestreck<o:p><=
    /o:p></p>
    <p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
    <p class=3D"MsoNormal"><span style=3D"color:#1F497D;mso-fareast-language:SV=
    ">-----------------------------------<o:p></o:p></span></p>
    <p class=3D"MsoNormal"><span style=3D"color:#1F497D;mso-fareast-language:SV=
    ">Torbj=F6rn Sch=F6n<o:p></o:p></span></p>
    <p class=3D"MsoNormal"><o:p>&nbsp;</o:p></p>
    </div>
    </body>
    </html>
    
    --_000_9ed417f710cf40908dddd6cf69c8004aDB4PR05MB0957eurprd05pr_--
     
  3. Gary McGrath

    Gary McGrath Staff Member

    Can you screen shot what "funny" looks like?

    Gary
     
  4. Torbjörn S.

    Torbjörn S. Reputed Member

    Here you go. Some even have more spaces between lines.
     

    Attached Files:

  5. Gary McGrath

    Gary McGrath Staff Member

    Can you edit the ticket post in Kayako, switch it to html view, and copy and attached the raw HTML from the ticket post here?

    Gary
     
  6. Torbjörn S.

    Torbjörn S. Reputed Member

    the edit opens with wysiwyg-editor. This is the sourcecode from the wysiwyg.
    The thing is that it looks ok in the editor but not in the ticket.
    Should I uninstall the wysiwyg or do I missunderstand you?


    Code:
    <!-- [if gte mso 9]><xml>
    <o:shapedefaults v:ext="edit" spidmax="1026" />
    </xml><![endif]--><!-- [if gte mso 9]><xml>
    <o:shapelayout v:ext="edit">
    <o:idmap v:ext="edit" data="1" />
    </o:shapelayout></xml><![endif]-->
    <div class="WordSection1">
    <p class="MsoNormal">Skriver lite och trycker enter<o:p></o:p></p>
    <p class="MsoNormal">Text efter entertryck, nu shift-enter<br /> efter shift-enter nu 2 enter innan tabell<o:p></o:p></p>
    <p class="MsoNormal"><o:p>&nbsp;</o:p></p>
    <table class="MsoTableGrid" style="border-collapse: collapse; border: none;" border="1" cellpadding="0" cellspacing="0">
    <tbody>
    <tr>
    <td style="width: 234.9pt; border: solid windowtext 1.0pt; padding: 0cm 5.4pt 0cm 5.4pt;" valign="top" width="313">
    <p class="MsoNormal">Cell 1<o:p></o:p></p>
    </td>
    <td style="width: 234.9pt; border: solid windowtext 1.0pt; border-left: none; padding: 0cm 5.4pt 0cm 5.4pt;" valign="top" width="313">
    <p class="MsoNormal">Cell2<o:p></o:p></p>
    </td>
    </tr>
    <tr>
    <td style="width: 234.9pt; border: solid windowtext 1.0pt; border-top: none; padding: 0cm 5.4pt 0cm 5.4pt;" valign="top" width="313">
    <p class="MsoNormal">Cell 3<o:p></o:p></p>
    </td>
    <td style="width: 234.9pt; border-top: none; border-left: none; border-bottom: solid windowtext 1.0pt; border-right: solid windowtext 1.0pt; padding: 0cm 5.4pt 0cm 5.4pt;" valign="top" width="313">
    <p class="MsoNormal">Cell 4<o:p></o:p></p>
    </td>
    </tr>
    <tr>
    <td style="width: 234.9pt; border: solid windowtext 1.0pt; border-top: none; padding: 0cm 5.4pt 0cm 5.4pt;" valign="top" width="313">
    <p class="MsoNormal">Cell 5<o:p></o:p></p>
    </td>
    <td style="width: 234.9pt; border-top: none; border-left: none; border-bottom: solid windowtext 1.0pt; border-right: solid windowtext 1.0pt; padding: 0cm 5.4pt 0cm 5.4pt;" valign="top" width="313">
    <p class="MsoNormal">Cell 6<o:p></o:p></p>
    </td>
    </tr>
    </tbody>
    </table>
    <p class="MsoNormal"><o:p>&nbsp;</o:p></p>
    <p class="MsoNormal"><b>Fetstil och en tabb&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; efter tabb<o:p></o:p></b></p>
    <p class="MsoNormal"><b><o:p>&nbsp;</o:p></b></p>
    <p class="MsoNormal"><i>Kursiv och tabb&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; efter tabb<o:p></o:p></i></p>
    <p class="MsoNormal"><i><o:p>&nbsp;</o:p></i></p>
    <p class="MsoNormal"><span style="text-decoration: underline;">Understruken och tabb&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; efter tabb<o:p></o:p></span></p>
    <div style="mso-element: para-border-div; border: none; border-bottom: solid windowtext 1.0pt; padding: 0cm 0cm 1.0pt 0cm;">
    <p class="MsoNormal" style="border: none; padding: 0cm;"><span style="text-decoration: underline;"><o:p><span style="text-decoration: none;">&nbsp;</span></o:p></span></p>
    </div>
    <p class="MsoNormal">Autokorrigerad linje efter m&aring;nga bindestreck<o:p></o:p></p>
    <p class="MsoNormal"><o:p>&nbsp;</o:p></p>
    <p class="MsoNormal"><span style="color: #1f497d; mso-fareast-language: SV;">-----------------------------------<o:p></o:p></span></p>
    <p class="MsoNormal"><span style="color: #1f497d; mso-fareast-language: SV;">Torbj&ouml;rn Sch&ouml;n<o:p></o:p></span></p>
    
    <p class="MsoNormal"><o:p>&nbsp;</o:p></p>
    </div>
     
  7. Gary McGrath

    Gary McGrath Staff Member

    Ok, so that code displays this to me, in the attached screen shot ( in a browser, so outside of Kayako )

    that is actually very "close" to what you're seeing within Kayako.

    So the "default" processing of the HTML is actually correct. So to make this content look like it did within outlook, the actual HTML would have to be changed.

    The issue is that outlook tags everything with a class called MsoNormal, and then applies CSS to all those tags to alter how they look, that CSS is held in the header, which is not part of the message body, which is why the email does not contain it.

    There are options which can be used to make TinyMCE actually remove extra lines, but if we do enable that, it might make non outlook emails look really "bunched up"

    Gary
     
  8. Torbjörn S.

    Torbjörn S. Reputed Member

    Does TinyMCE do anything to the mail when it's parsed? The problem is not what I send out but what gets delievered into Kayako.
    Is there anything I can setup to handle the outlook-mail in a separat way?
     
  9. Gary McGrath

    Gary McGrath Staff Member

    TinyMCE is not used at all when receiving an email, it only fires up once your replying.

    What that comes down to is the way the HTML within the email is processed into a ticket.

    Outlook actually attaches a metric ton of "spammy" html, which is really noisy. I am not sure there is an easy fix to that.

    Within each ticket post, you would need a full "internal page" with both header and body content, to ensure it displays as expected. ( and Kayako parses the body content )

    You could potentially add the MsoNormal class styling into your helpdesks default CSS file, so that it would pick it up when displaying

    Gary
     
  10. Torbjörn S.

    Torbjörn S. Reputed Member

    I could try to add to the css. DO you have any tips on how it could look?
     
  11. Torbjörn S.

    Torbjörn S. Reputed Member

    Hi, Did you have any example of how to use the custom css that I can try out?
     
  12. Gary McGrath

    Gary McGrath Staff Member

    I would try adding it into the __swift\themes\staff\css\tickets.css file at the bottom, that should get the css active on viewing a ticket

    Gary
     
  13. Torbjörn S.

    Torbjörn S. Reputed Member

    Should I add the whole Style Definitions from the examplemail above or is there any way to find out the css any other way?
     
  14. Gary McGrath

    Gary McGrath Staff Member

    I would add the styles from the header for the msonormal stuff.

    Gary
     
  15. Torbjörn S.

    Torbjörn S. Reputed Member

    Maybe something like this?
    Code:
    <style><!--
    /* Font Definitions */
    @font-face
        {font-family:"Cambria Math";
        panose-1:2 4 5 3 5 4 6 3 2 4;}
    @font-face
        {font-family:Calibri;
        panose-1:2 15 5 2 2 2 4 3 2 4;}
    /* Style Definitions */
    p.MsoNormal, li.MsoNormal, div.MsoNormal
        {margin:0cm;
        margin-bottom:.0001pt;
        font-size:11.0pt;
        font-family:"Calibri","sans-serif";
        mso-fareast-language:EN-US;}
    a:link, span.MsoHyperlink
        {mso-style-priority:99;
        color:#0563C1;
        text-decoration:underline;}
    a:visited, span.MsoHyperlinkFollowed
        {mso-style-priority:99;
        color:#954F72;
        text-decoration:underline;}
    span.E-postmall17
        {mso-style-type:personal-compose;
        font-family:"Calibri","sans-serif";
        color:windowtext;}
    .MsoChpDefault
        {mso-style-type:export-only;
        font-family:"Calibri","sans-serif";
        mso-fareast-language:EN-US;}
    @page WordSection1
        {size:612.0pt 792.0pt;
        margin:70.85pt 70.85pt 70.85pt 70.85pt;}
    div.WordSection1
        {page:WordSection1;}
    --></style>
     
  16. Gary McGrath

    Gary McGrath Staff Member

    yep, I think so, only you wont need the <style><!-- tags within the CCS template

    Gary
     
  17. Torbjörn S.

    Torbjörn S. Reputed Member

    could I add this to the custom css to follow the best practice? Do I need to point it out someway if I do?
     
  18. Gary McGrath

    Gary McGrath Staff Member

    The customcss affects the ticket view for "end users" using the client support centre, in this case your looking to alter the way your staff are seeing it, which means changing the staff CP css files.

    Gary
     
  19. Torbjörn S.

    Torbjörn S. Reputed Member

    I found this. Do you think it will cover most of the problems?


    .MsoNormal {
    margin: [normal <p> margins here] !important;
    text-indent: 0 !important;
    }
    .MsoNormal span, font {
    font-size: inherit !important;
    font-family: inherit !important;
    color: inherit !important;
    }
     
  20. Gary McGrath

    Gary McGrath Staff Member

    it will cover the bulk of the mso normal css

    Gary
     

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