Follow up notification snip formatting

[randle]

Hi,

I would like to change the formatting of the follow up notification body so that there are spaces between the lines as seen in the actual email as currently isn’t that easy to pick out comments made when all content is clumped together.

Is this possible?

[randle]

Is this possible at all? The current formatting is not very friendly at all and not sure why it's ignoring blank lines. Is this intentional?

[randle]

Surely this must be possible considering pretty much every aspect of the system appears customisable!!!?

[crythias]

It might be possible, but for many of us it's just not relevant. The main reason we as agents need to get any notification is so we know to address it within the OTRS web interface, which we should be in as a normal course of business anyway. Having something "prettier" is nice, etc., but if the active point is whether we wish to address the issue or (temporarily) ignore it, the manner in which it is presented doesn't matter as much as the content.

Plus, if it's pretty enough, we might be tempted to reply as agents via email and that's something that isn't practical without the add-on.

[randle]

I understand the thinking and realise preference to deal with the issue inside OTRS but without formatting the snip simply looks like mush and hard to see where the message starts and stops. I agree the content is more important than prettyness but if the content isn't obvious, this isn't very effective in my view. It may be that I take out the snip completely but would be a shame seeing as this is useful.

I was hoping for the ability to customise this for my site only anyway, not asking for this to be changed within the release.

[Renderking]

Hi!

I also understand that you want people to use OTRS directly in its Interface, but I also have the same problem here an it's no just cosmetics.

The Ticket replies I get often from the client are not only formated in HTML, but have a lot of special formations.

The problem is now, that in the regular display of the body like this:

Code: Select all

<snip>
<OTRS_CUSTOMER_EMAIL[30]>
<snip>

The mail I get looks like that:

<snip>
Message TD { FONT-WEIGHT: normal; FONT-SIZE: 12px; COLOR: #000000;
FONT-FAMILY: Verdana, Arial, Helvetica, sans-serif } BODY { color: #000000;
font-weight: normal; font-size: 12px; font-family: Verdana, Arial, Helvetica,
sans-serif; background-color: white; padding: 10px } TABLE { FONT-WEIGHT:
normal; FONT-SIZE: 12px; COLOR: #000000; FONT-FAMILY: Verdana, Arial,
Helvetica, sans-serif } .product { color: white; font-size: 22px; font-family:
Arial, Helvetica, Geneva, Swiss, SunSans-Regular; background-color: #54658c;
padding: 5px 10px; border-top: 5px solid #a9b2c5; border-right: 5px solid
#a9b2c5; border-bottom: #293f6f; border-left: 5px solid #a9b2c5; filter:
progid:DXImageTransform.Microsoft.Gradient(endColorstr='#6A0016',
startColorstr='#724e6d', gradientType='0') } .rest { color: white; font-size:
24px; font-family: Arial, Helvetica, Geneva, Swiss, SunSans-Regular;
background-color: white; padding: 10px; border-right: 5px solid #a9b2c5;
border-bottom: 5px solid #a9b2c5; border-left: 5px solid #a9b2c5 } .name {
font-size: 13px; font-weight: bold; width: 80%; height: 22px; border-right:
#957a91; border-bottom: 2px solid #957a91; width: 80%; height: 22px } .chl {
font-size: 10px; font-weight: bold; background-color: #eee; padding-right:
5px; padding-left: 5px; width: 17%; height: 20px; border-bottom: 1px solid
white } .chl2 { font-size: 10px; background-color: #f7f7f7; padding-right:
5px; padding-bottom: 1px; height: 20px; border-left: 1px solid #eee } a {
color: #336 } a:hover { color: #724e6d } .defno { font-weight: bold;
font-size: 12px; padding-right: 5px; padding-left: 5px; border-bottom: 1px
solid white; width: 17% } .ctext { font-size: 11px; padding-right: 5px;
padding-left: 5px; width: 80%; height: 20px; border-bottom: 1px solid #eee }
.ctable { font-size: 11px; padding-right: 5px; padding-left: 5px; height:
20px; border-bottom: 1px solid #eee } .hl { color: #724e6d; font-size: 12px;
font-weight: bold; background-color: white; height: 20px; border-bottom: 2px
dotted #a9b2c5 } .space { height: 10px } .descr { font-size: 11px; padding:
1px } table.layout { border: solid 2px #724e6d }
Quality Center

<snip>

So, the parameter is already on 30 lines, but all I get is html formation and no information about the ticket at all.

So there is no way for me to decide whether I

wish to address the issue or (temporarily) ignore it

.

Is there no way to tell that the ticket message body is also displayed in the correct html formation?

Regards,
Jan.

[jojo]

this seems to be an issue that the orginal email is HTML only and not a correct multi part mime message!

[Renderking]

Yea, probably, but I can't tell the client to change their mail syle.

[jojo]

you should....

[Renderking]

No, I shouldn't!

I'm doing support for big clients. I have to adapt to them. They will never change their stuff which they use for many years. That's the case.

So I need an adaptation on my end!

[jojo]

their system is behaving wrongly. Not only you will have the issue.Tell them they made a mistake or show them how they can fix theit mail server to send Multipart/MIME Messages instead HTML only.