Email Tickets Showing as Plain Text instead of HTML

[mcqueena]

We just migrated from OTRS 3.3 to OTRS 5. We also needed to upgrade the host. Standard upgrades weren't working so we built a new box and moved the data and settings over. We use POP on several email accounts to get new tickets into the queues. One of the accounts is fed by an online form and the email is sent in html format. However, when it arrives in OTRS 5, it's in plain text. How do I display the email in html in OTRS 5? This worked fine in OTRS 3.

[jojo]

please show the full plain data of the mail

[mcqueena]

What's the best way to do that? Do you want a screenshot or is there another way?

[jojo]

switch on "Plain Format" view for articles in Ticket Zoom

[mcqueena]

The Plain Format view shows all the html as well as:

Content-Type: text/html; charset=utf-8
Content-Transfer-Encoding: 8bit

So that tells us that it's getting into OTRS and being stored in the database. I just need it to display in the Ticket View.

[jojo]

I want to have a look at the the full emails plain text!

[mcqueena]

Thanks, I really appreciate the help, but I'm concerned with posting the full email header in a public forum. I'll send you a private message.

[mcqueena]

Message sent, thanks again for looking at this.

[jojo]

THis is an HTML only mail, so OTRS will try to strip the Text contents to be inserted in the database. Can you check if the sending software can send a multipart mime mail instead?

[mcqueena]

All the html is stored in the database, so I'm pretty sure nothing is getting stripped, OTRS just isn't displaying it. I can check to see if the form can send both, but I'm not sure it will matter. Like I said this worked fine in 3.3. Is there a SysConfig setting to check?

[jojo]

HTML should not be saved in the article table. CHeck if PostmasterAutoHTML2Text is set to yes.

[mcqueena]

The sending form has a check box for either plain text or html.

[mcqueena]

HTML should not be saved in the article table. CHeck if PostmasterAutoHTML2Text is set to yes.

I've switched this setting back and forth serveral times before I posted here, but it doesn't not change anything. I'll leave set to Yes.

[mcqueena]

Ok, here's some more info. If I look in the 'article' table that body has no html, but is marked as text/plain. If I find the article in the 'article_plain' field then the html data is in the body.

[jojo]

yes, because html is stripped of. To show HTML bodies OWTRS would need it as attachment (as multipart mime message)

[mcqueena]

yes, because html is stripped of. To show HTML bodies OWTRS would need it as attachment (as multipart mime message)

Really? Why did it work fine in OTRS 3.3?

[mcqueena]

Attachments are also not working. Maybe the two are related?

[mcqueena]

We found the problem. The attachments not working led us to the right place. Basically this was the result of the upgrade. There were some database and schema changes that didn't happen correctly even though the scripts were run. We added the 'disposition' column to the article_attachment table.