Email notification spacing

[binary1010]

Hello,

I am having an issue with OTRS 3.2.8 and OTRS 3.1.17 and sending email notifications without line breaks. HTML is turned on for outbound emails for all notifications and works if coded properly.

For example:

Ticket body logged as:

line 1

line 2

line 3

line 4

etc


What is received by email is:

Your IT Service Desk ticket has been created with the ticket number:
2013070210000182
The owner of your ticket is: -----
Your ticket has been logged with the following information:
Details:
line 1 line 2 line 3 line 4 etc <<<<<<<<<<<<<<<<<<<<<<<<<<<<This is not spaced. Checking the source reveals OTRS is missign the <br> before any of the lines.


all line breaks are removed when OTRS sends the email. if I write the email with html:

<br> line 1 </br>

<br> line 2 </br>


It is recveived properly:


Your IT Service Desk ticket has been created with the ticket number:
2013070210000191
The owner of your ticket is: --------
Your ticket has been logged with the following information:
Details:

line 1
line 2

Does anyone have any ideas why this is happening?

Is there a way to have a default entry in the agents "new" ticket creation so I could simply place the <br> </br> code with spacing to allow for proper spacing. I will just train them to fill in the information between the lines.

Thank you for your help.

[binary1010]

ok I have figured out how to default new Phone tickets as well as closed tickets with <br> tags which resolves this issue.

In doing so I added these tags to the Ticket::Frontend::AgentTicketPhoneInbound###Body and found that this text box was the only one converting the <br> </br> withing the text box. Therefore the agents do not see the tags and the spacing is not working.

Is there a way to stop that one text editor from automatically converting the HTML tags and simply displaying them like the other text editors for creation and closing of a ticket?