Agent notifications for new tickets showing html tags

[Henry]

Hi,
since upgrading to 5.0.2 (and subsequently 5.0.3) the agent notification emails for new tickets are showing the html tags for the body of the customers message. For instance it might contain

</p>
<div style="font-family:Tahoma; font-size:13px">

It doesn't seem to happen with agent notifications for updates to unlocked tickets which appear correctly i.e. not showing html tags between the <snip> tags.

In the notification settings the code for displaying the snip of a customer's email seems to be exactly the same between a new ticket notification and an update to an unlocked ticket notification.

For instance in the Unlocked ticket follow up notification and in the new ticket notification we've got

<OTRS_CUSTOMER_FROM> wrote:
<snip>
<OTRS_CUSTOMER_EMAIL[30]>
<snip>

What am I missing?

Thanks

[ericparlin]

Im having the same issue, only in reverse. Been working on it for two days now. All notifications are working just fine, but the notification set up to advise agents of new tickets is showing the html tags in the emails. Anyone ever figure this out? All other notifications to agents and customers are working just fine.

[ericparlin]

I haven't had time to do a full debug, but this issue stopped after I removed the "[*]" restrictions in the tags - i.e. <OTRS_CUSTOMER_BODY[5]> changed to <OTRS_CUSTOMER_BODY> - I'm determined to find the root cause when I have time, but that could be a long time from now.

[ericparlin]

Actually, found a bug report already: http://bugs.otrs.org/show_bug.cgi?id=4571