We are using OTRS 2.4.7
It is used as a response tool to incoming emails on several queues. The replies are supposed to have a header and a footer (formatted in html) specific for different queues.
Problem is when a reply is sent to an incoming email (that is already in html), none of the initial formatting is kept. The whole text is deleted and the resulting reply is just a modified version of the initial complaint.
Before clicking submit and sending the reply, the WYSIWYG editor shows the email as it should be formatted:
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<table cellpadding="0" cellspacing="0" border="0" width="650" style="background:#eeeeee;">
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<td class="NCEC-logo" height="73" width="160"><a href="http://www.nobelcom.com"><img style="display:block" alt="NobelCom Phone Cards" border="0" width="160" height="111" src="http://static.nobelcom.com/images/nobelcom/mail/logo_nobelcom_1.jpg" /></a></td>
<td valign="top" align="right"><a href="https://getsatisfaction.com/nobelcom"><img style="display:block" alt="" src="http://static.nobelcom.com/images/nobelcom/english/mail/banner_feedback.gif" /></a></td>
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<span style="font-family: Arial; ">Dear Bogdan Sandu,</span><br />
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<p><span style="font-family: Arial; "><span style="font-size: 12px; ">Thank you for taking the time to e-mail us.<br />
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Please find below the steps that you will need to take in order to register or delete a PIN-free telephone number:<br />
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1. Log in to your online account using your e-mail address and password<br />
2. Go to the 'Calling Cards' section<br />
3. Click on 'PINless dialling'<br />
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Under this section, you will have the option to delete or add more PIN-free telephone numbers.<br />
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If you have any further questions, feel free to e-mail us or contact our Customer Service Department at 1.888.747.9865 from the continental United States, 1.877.777.5561 from Canada, or 1.213.784.5095 from abroad. Friendly Customer Service representatives are available 24 hours per day, 7 days per week.</span></span></p>
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<p><span style="font-family: Arial; ">Thank you.</span><br style="font-family: Arial; " />
<span style="font-family: Arial; ">Sincerely, </span><br style="font-family: Arial; " />
<br style="font-family: Arial; " />
<span style="font-family: Arial; ">John </span><br style="font-family: Arial; " />
<span style="font-family: Arial; ">Email Support Representative</span></p>
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<td style="color:#6f6f6f;font-size:14px;line-height:20px;font-family:Arial,sans serif"><strong>Call a representative (available 24/7):</strong><br />
from US: 1-888-520-9215 or 1-760-536-4018 <br />
from Canada: 1-800-686-6235 <strong><br />
</strong><br />
<strong>Email address:</strong><br />
<a href="mailto:help@nobelcom.com">help@nobelcom.com</a> <br />
<a href="https://twitter.com/#!/nobelcom"><img height="57" width="148" alt="NobelCom on Twitter" src="http://static.nobelcom.com/images/nobelcom/english/mail/banner_twitter.gif" /></a> <a href="https://www.facebook.com/nobelcom.phonecards"><img height="57" width="148" alt="NobelCom on Facebook" src="http://static.nobelcom.com/images/nobelcom/english/mail/banner_facebook.gif" /></a></td>
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<td style="color:#6f6f6f;font-size:14px;line-height:20px;font-family:Arial,sans serif"><strong>"Call Me" service:</strong><br />
Dial 1-760-208-1082, wait for the prompt and hang up. We will return your call shortly<br />
<strong><br />
Mailing address:</strong><br />
NobelCom<br />
#37224 PO Box 515381 Los Angeles<br />
CA 90051-6681, USA <br />
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<td width="500" style="color:#6f6f6f;font-size:10px;line-height:10px;font-family:Arial,sans serif">***If you have any further questions, please send them to help@nobelcom.com. This is the only email account that The Support Team has access to, and only emails sent to this account will be answered. In order to help us serve you better, please include all previous correspondence in any email sent to help@nobelcom.com. This e-mail and attachments, if any, may contain confidential and/or proprietary information. Please be advised that the unauthorized use or disclosure of the information is strictly prohibited. The information herein is intended only for use by the intended recipient(s) named above. If you have received this transmission in error, please notify the sender immediately and permanently delete the e-mail and any copies, printouts or attachments thereof.***</td>
<td width="100" style="color: rgb(111, 111, 111); font-size: 11px; line-height: 20px; font-family: Arial, 'sans serif'; text-align: right; ">Powered by <img style="vertical-align:middle" width="24" height="29" alt="" src="http://static.nobelcom.com/images/nobelcom/mail/logo_nobel.gif" /> Nobel</td>
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03/30/2012 09:11 - Bogdan Sandu wrote:<br />
<div type="cite" style="border:none;border-left:solid blue 1.5pt;padding:0cm 0cm 0cm 4.0pt">
<div class="Section1">terst<o:p></o:p><br />
<o:p> </o:p><br />
<span style="font-size:10.0pt;font-family:"Arial","sans-serif""><img width="44" height="50" id="Picture_x0020_1" src="/otrs-cs/index.pl?Action=PictureUpload&FormID=1333129524.6050531.47868833&ContentID=image001.png@01CD0E8F.ABE44B30" alt="019d01c8f0e9$d62479a0$0718a8c0@nobelcom.ro" /></span><o:p></o:p><br />
<b>Bogdan Sandu</b><o:p></o:p><br />
<span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Quality Assurance and Training Supervisor</span><o:p></o:p><br />
<span style="font-size:10.0pt;font-family:"Arial","sans-serif"">NOBEL Ltd.</span><o:p></o:p><br />
<span style="font-size:10.0pt;font-family:"Arial","sans-serif"">________________________________</span><o:p></o:p><br />
<span style="font-size:7.0pt;font-family:"Arial","sans-serif"">E-mail: <a href="mailto:bogdan.sandu@nobelglobe.com"><span style="color:black">bogdan.sandu@nobelglobe.com</span></a></span><o:p></o:p><br />
<span lang="PT-BR" style="font-size:7.0pt;font-family:"Arial","sans-serif"">IM MSN: <u><a href="mailto:bogdan.sandu@hotmail.com"><span style="color:black">bogdan.sandu@hotmail.com</span></a></u></span><o:p></o:p><br />
<span style="font-size:7.0pt;font-family:"Arial","sans-serif"">Web: </span><u><span style="font-size:10.0pt"><a href="http://www.nobelcom.com/"><span style="font-size:7.0pt;font-family:"Arial","sans-serif";color:black">www.nobelcom.com</span></a></span></u><o:p></o:p><br />
<i><span style="font-size:7.5pt;font-family:"Arial","sans-serif"">This e-mail and attachments, if any, may contain confidential and/or proprietary information. Please be advised that the unauthorized use or disclosure of the information is strictly prohibited. The information herein is intended only for use by the intended recipient(s) named above. If you have received this transmission in error, please notify the sender immediately and permanently delete the e-mail and any copies, printouts or attachments thereof.</span></i><o:p></o:p><br />
<o:p> </o:p></div>
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<html><head><meta http-equiv="Content-Type" content="text/html; charset=utf-8"/></head><body style="font-family:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;"><table cellpadding="0" cellspacing="0" border="0" width="650" style="background:#eeeeee;">
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<table cellpadding="0" cellspacing="0" border="0" width="650">
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<td class="NCEC-logo" height="73" width="160"><a href="http://www.nobelcom.com"><img style="display:block" alt="NobelCom Phone Cards" border="0" width="160" height="111" src="cid:image001.png@01CD0E8F.ABE44B30" alt="019d01c8f0e9$d62479a0$0718a8c0@nobelcom.ro" /></span><o:p></o:p><br />
<b>Bogdan Sandu</b><o:p></o:p><br />
<span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Quality Assurance and Training Supervisor</span><o:p></o:p><br />
<span style="font-size:10.0pt;font-family:"Arial","sans-serif"">NOBEL Ltd.</span><o:p></o:p><br />
<span style="font-size:10.0pt;font-family:"Arial","sans-serif"">________________________________</span><o:p></o:p><br />
<span style="font-size:7.0pt;font-family:"Arial","sans-serif"">E-mail: <a href="mailto:bogdan.sandu@nobelglobe.com"><span style="color:black">bogdan.sandu@nobelglobe.com</span></a></span><o:p></o:p><br />
<span lang="PT-BR" style="font-size:7.0pt;font-family:"Arial","sans-serif"">IM MSN: <u><a href="mailto:bogdan.sandu@hotmail.com"><span style="color:black">bogdan.sandu@hotmail.com</span></a></u></span><o:p></o:p><br />
<span style="font-size:7.0pt;font-family:"Arial","sans-serif"">Web: </span><u><span style="font-size:10.0pt"><a href="http://www.nobelcom.com/"><span style="font-size:7.0pt;font-family:"Arial","sans-serif";color:black">www.nobelcom.com</span></a></span></u><o:p></o:p><br />
<i><span style="font-size:7.5pt;font-family:"Arial","sans-serif"">This e-mail and attachments, if any, may contain confidential and/or proprietary information. Please be advised that the unauthorized use or disclosure of the information is strictly prohibited. The information herein is intended only for use by the intended recipient(s) named above. If you have received this transmission in error, please notify the sender immediately and permanently delete the e-mail and any copies, printouts or attachments thereof.</span></i><o:p></o:p><br />
<o:p> </o:p></div>
</div></body></html>Thank you in advance.