Incoming postmaster tickets all plain text

[ptormey]

Hi All,

I have just installed OTRS 4 and have noticed that all incoming mail that is fetched from the postmaster comes in as plain text and looses all rich text formatting. If an agent replies to that ticket it will send it out in rich text and once the thread has been replied to it will stay in rich text. After some research I have verified in Framework -> Core::Web::Frontend::RichText is set to 'Yes' but that hasn't changed anything. Am I missing something or is this just the way it is? It would be nice to have all articles in rich text.

[reneeb]

Are you sure, the incoming mail is a HTML mail? Are there any messages in the logs?

[ptormey]

Are you sure, the incoming mail is a HTML mail? Are there any messages in the logs?

Nothing in /opt/otrs/var/log. All other email to and from that account is HTML mail. Once I reply from within the ticket all other responses to and from are HTML. It's just the initial mail that's fetched that loses all formatting.

[EXG133]

Anything in your apache error_log?

[ptormey]

Anything in your apache error_log?

Nope. Nothing in /var/log/httpd either

[ptormey]

I was wondering if anyone might have any insight into why this is? When the ticket type is 'Customer - email-external' they never come into OTRS as an HTML and always as plain text. Notes and reply emails are HTML just not the incoming ones. Anyone have any thoughts on this?

[jojo]

the original mail might not be an HTML mail

[ptormey]

So I've found the issue now I just need to figure out to fix it. The issue is my organization is using Lotus Notes. I've sent in multiple test tickets from a gmail account and they all come in flawlessly. But LN seems to be stripping my original email messages of their HTML formatting. If I reply to the ticket via OTRS, LN will maintain the HTML rendering via SMTP even when replying back into OTRS. When I send emails from LN to a gmail account it is able to render the HTML. Does anyone have any experience with this?