AgentTicketForward formatting broken

hkais · Post by **hkais** » 06 May 2025, 14:12

Hello all, especially the WYSIWYG E-Mail-Editor Developers,

I am having a issue, that the forwarding of a message is corrupting the formatting of the initial e-mail.
Before raising an issue in github, I wanted to clarify my findings.

After digging into the problem seems to be limited to HTML articles/e-mails.
There are multiple issues identified:

the <head> and <body> tags are getting removed.
Due to this fact the syles in head
Code: Select all
```
<head><style/></head>
```
get also removed
Due to this the initial formatting is getting lost too

the second issue seems to be, that the body is getting surrounded by a div container for the block quote

Code: Select all

   <div style="border:none; border-left:solid blue 1.5pt; padding:0cm 0cm 0cm 4.0pt" type="cite">From: "YYYYY.com" &lt;online@YYYYY.com&gt;<br />
To: XXXXX.com<br />
ReplyTo: &lt;Rueckantwort....&gt;<br />
Subject: Details | 16 Juni 2025<br />
Date: 31/01/2025 12:34:16 (Europe/Berlin)<br />
....original body html....
</div>

So in sum, we have the issues:

the styles are getting dropped => the initial html/css is so unavailable and the design cannot be taken over
If the sender's html-writer/generators of the mail are having not considered the sourrounding of the <div> the DOM is getting now a different root node or at least the intial message DOM tree is getting propageted one level deeper, this also probably breaks the CSS selectors, even if we readd the styles back to the html.

After fiddling around with the HTML I came to the conclusion that this issue shall be already well known. Or I am getting it wrong?
To be honest I did not verify how other mail applications are behaving, but from users saying in Outlook and in Thunderbird the forwarding works well.

So my question is, are there already configuration options available to fix this issues?
Are there issues already known in a issue tracker? A google search did not find any issue for AgentTicketForward and formatting.
Neither could I find a AgentTicketForward System Config which is addressign this issue.

Can someone help here?
Can some of the developers bring light into the dark?

best wishes