'--' in request cuts off history when replying?

RT Users
1

Hi all,

We’re running RT 4.0.4 and we found a weird set of circumstances. The only
modification we have to our system is a local override to move the signature
to the top.

Here is what I am experiencing:

  • A requestor emails in their response and their e-mail contains ‘–’
  • When our staff reply to their ticket, the history ends at that ‘–’

So if I email in a ticket saying “Please – look into this issue…” , when
my staff replies to the ticket, the history is limited to “Please” (the text
before ‘–’).

I’m sure it’s those characters being interpreted as an RT user signature but
I cannot find a good way to fix this. I would appreciate some assistance.

Thanks!

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2

We’re running RT 4.0.4 and we found a weird set of circumstances. The only
modification we have to our system is a local override to move the signature
to the top.

What happens when you remove your modifications?

The RT quote trimming code requires \n– \n, so simply putting – into
a sentence wouldn’t trigger that. See RT::Attachment::Quote for the
relevant trimming code.

-kevin

3

We’re running RT 4.0.4 and we found a weird set of circumstances. The only
modification we have to our system is a local override to move the signature
to the top.

What happens when you remove your modifications?

The RT quote trimming code requires \n– \n, so simply putting – into
a sentence wouldn’t trigger that. See RT::Attachment::Quote for the
relevant trimming code.

That code is actually less relevant these days (you can find the
quoting code in Transaction’s Content method) but I still believe
you’re running into a complication from your local RT modifications
rather than a core bug, since you’re the first report I’ve ever seen
of this behavior.

-kevin

4

Kevin,

Thanks for the response. From what you wrote, I looked at issues we had and
they are actually always caused by email signatures - I didn’t realize that
before.

When an incoming email from a requestor has a signature like this:

Signature

The cut off happens. I’m assuming this is because it matches Request
Tracker’s internal signature format.

We had this problem even after removing the local file, clearing the mason
and restarting apache.

Is this something we need to learn to live with, or is there an easy way to
knock out the – signature config on incoming emails?

I’ll run some more tests on my end.

View this message in context: http://requesttracker.8502.n7.nabble.com/in-request-cuts-off-history-when-replying-tp54420p54423.html

5

Still having this problem, even with all modifications removed.

The only changes made were local file overrides on MessageBox changing the
original signature –

from: $signature = “-- \n”. $text;

to: $signature = “\n\n\n– \n”. $text . “\n\n”;

And the order of elements in the textarea –

from: <% $Default || ‘’ %><% $message %><% $signature %>

to: <% $Default || ‘’ %><% $signature %><% $message %>

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