Problem with images in-line

[wkerkhof]

We have recently started using OTRS and have come across an issue when replying to a user created message with an image in-line.

The following 2 scenario's have been identified:

Scenario 1:
customer sends e-mail to OTRS with an image in the lines of the e-mail.
The Agent user answers this e-mail via the ticket in OTRS, at the bottom of the reply the original image the customer sends is still shown.
The actual reply to the customer's e-mail adress misses all the text in the e-mail body until the image is shown. All text below the image is succesfully sent.

Scenario 2:
The Agent user responds to a ticket with an image of our own. We insert this image using the 'image' button in the taskbar.
The actual reply to the customer's e-mail adress misses all the text in the e-mail body until the image is shown. All text below the image is succesfully sent.

When creating a new ticket with an image in the line, this problem does not occur.

Does anyone know this issue and can anyone help us?

Regards,
W. Kerkhof

[wkerkhof]

It seems this is an unknown issue to most people here.

If you cannot help directly with a solution, can anyone think of what direction we need to be looking at ourselves?

[ferrosti]

This does not seem to be a configuration issue. So you´d better open a bugreport for this one.
It would be nice to have a signature where one can see which versions and OS you are running on. This helps a lot!

Before you do this please open the mail (the one with missing text) and press 'Alt-a'. Does the text still not show up?

[tejas]

Yes, There is a bug.
Do the solution as below URL.
http://bugs.otrs.org/show_bug.cgi?id=6463
http://bugs.otrs.org/attachment.cgi?id=1318&action=edit

Open the /opt/otrs/Kernel/Output/HTML/Layout.pm file.
Change the line
(<img.+?src=("|')).+?ContentID=(.+?)("|')(.*?>)
to
(<img.+?src=("|'))[^"']+?ContentID=(.+?)("|')(.*?>)

Hope, that will help. It solved the same issue I was facing.

[MichaelR]

Has this not been implemented into 3.0.9 yet? Odd..