HTML Emails

RT Users
1

Hi,

I am trying to set up a full chain of email handling with proper html
support through RT (v4.0.0) .

I have read the doc and several wiki entries. I did what is recommended
and still, it’s not working.

When I send a html email to RT (as a customer), it’s received and
displayed as text/plain.

Later on, if I reply to this mail using the rich text editor and include
some markup, the mail is received as plaintext by the customer, with
html markup. For the reply, my template is looking like this :

RT-Attach-Message: yes
Content-Type: text/html

{$Transaction->Content(Type => ‘text/html’)}

Tr�s cordialement,

L'�quipe support Piaf.

Service client Piaf:

It seems that the Content-Type part is ignored…

cheers,

Philippe

2

Ok, I found out a few things :

  • Thunberbirds converts html emails to plain text behind my back (this
    explains that).
  • My template was not used because it was overridden by a queue tempate.

So, I can now send and receive html emails.

Still, a few annoyances remain with RT :

  1. when sending a mixed email (html + text), RT displays only the text
    part of the message. Is it possible to change that ? I have set
    Set($PreferRichText, 1); in SiteConfig but it does not seem to have any
    effect on the way messages are displayed. Or it must be overridden
    somewhere ?

  2. When replying to a text/htlml request, it seems that RT quotes the
    html, stripped to plaintext. Is it possible to have full quoting of the
    html part of the email ?

cheers,

PhilippeOn 01/10/2012 12:42, Philippe Fremy wrote:

Hi,

I am trying to set up a full chain of email handling with proper html
support through RT (v4.0.0) .

I have read the doc and several wiki entries. I did what is recommended
and still, it’s not working.

When I send a html email to RT (as a customer), it’s received and
displayed as text/plain.

Later on, if I reply to this mail using the rich text editor and include
some markup, the mail is received as plaintext by the customer, with
html markup. For the reply, my template is looking like this :

RT-Attach-Message: yes
Content-Type: text/html

{$Transaction->Content(Type => ‘text/html’)}

Tr�s cordialement,

L'�quipe support Piaf.

Service client Piaf:

-------------------------------------------------------------------------------

It seems that the Content-Type part is ignored…

cheers,

Philippe

Final RT training for 2012 in Atlanta, GA - October 23 & 24
http://bestpractical.com/training

We’re hiring! Careers — Best Practical Solutions

3
  1. when sending a mixed email (html + text), RT displays only the text
    part of the message. Is it possible to change that ? I have set
    Set($PreferRichText, 1); in SiteConfig but it does not seem to have any
    effect on the way messages are displayed. Or it must be overridden

This causes RT to prefer the HTML part, but as documented in the
config, it scrubs some things. What makes you think RT is displaying
the text part?

  1. When replying to a text/htlml request, it seems that RT quotes the
    html, stripped to plaintext. Is it possible to have full quoting of the
    html part of the email ?

Unfortunately not.

-kevin