Problem with HTML tags appearing in correspondence

I seem to be experiencing the same problem as mentioned in:

http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HTML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags-td56005.html

I don’t have custom templates. The HTML tags are only appearing when replying through the web interface. Disabling the Rich Text Editor avoids this problem. Hope this can be fixed?

Regards,

.lzs

Hi,

As mentioned in that thread, I resolved it by installing version 4.2.0
again using these steps:

Download and unpack version 4.2.0

wget wget http://download.bestpractical.com/pub/rt/release/rt-4.2.0.tar.gz
tar -xvzf rt-4.2.0.tar.gz
cd rt-4.2.0

Only go up to the make upgrade, don’t do the upgrade-database parts

./configure
make upgrade

Restart RT

service apache2 stop
rm -rf /opt/rt4/var/mason_data/obj/*
service apache2 start

Unfortunately I don’t know if there’s a “real” fix for this problem, for
now I’m satisfied with the downgrade to version 4.2.0 which seems to work
just fine (even with the 4.2.1 database changes, apparently they have no
affect on the functionality of RT 4.2.0).2013/12/11 Lai Zit Seng lzs@zitseng.com

I seem to be experiencing the same problem as mentioned in:

http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HTML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags-td56005.html

I don’t have custom templates. The HTML tags are only appearing when
replying through the web interface. Disabling the Rich Text Editor avoids
this problem. Hope this can be fixed?

Regards,

.lzs

Bart G.

Hi Bart,

I was hoping to not have to downgrade. :stuck_out_tongue: I can live without the rich text editor for now.

Regards,

.lzsOn 11 December, 2013 at 8:33:59 pm, Bart (bart@pleh.info) wrote:

Hi,

As mentioned in that thread, I resolved it by installing version 4.2.0 again using these steps:

Download and unpack version 4.2.0

wget wget http://download.bestpractical.com/pub/rt/release/rt-4.2.0.tar.gz
tar -xvzf rt-4.2.0.tar.gz
cd rt-4.2.0

Only go up to the make upgrade, don’t do the upgrade-database parts

./configure
make upgrade

Restart RT

service apache2 stop
rm -rf /opt/rt4/var/mason_data/obj/*
service apache2 start

Unfortunately I don’t know if there’s a “real” fix for this problem, for now I’m satisfied with the downgrade to version 4.2.0 which seems to work just fine (even with the 4.2.1 database changes, apparently they have no affect on the functionality of RT 4.2.0).

2013/12/11 Lai Zit Seng lzs@zitseng.com
I seem to be experiencing the same problem as mentioned in:

http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HTML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags-td56005.html

I don’t have custom templates. The HTML tags are only appearing when replying through the web interface. Disabling the Rich Text Editor avoids this problem. Hope this can be fixed?

Regards,

.lzs

Bart G.

Having attempted to Reply using the Rich Text Editor on a clean RT
4.2.1 install, I cannot replicate this at all.

Since you see literal HTML tags being recorded in ticket history, this
points to something broken in your use of the RichText editor.

Can one of the reporters please provide show a test correspondence
with the problem with Show Full Headers, and then with Download with
headers for each of the pieces.

Thanks

-kevinOn Thu, Dec 12, 2013 at 06:45:10AM +0800, Lai Zit Seng wrote:

   I seem to be experiencing the same problem as mentioned in:
   [4]http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HTML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags-td56005.html
   I don't have custom templates. The HTML tags are only appearing when replying through the
   web interface. Disabling the Rich Text Editor avoids this problem. Hope this can be fixed?
   Regards,

<<642 11111>> Good morning,

we also have this problem, that since 4.2.1 we have html tags in some
(not in all, but I have no idea why sometimes and sometimes not …)
replies.

So, I opened a ticket in testqueue:
-------------------------------------cut--------------------------------
MIME-Version: 1.0
X-Mailer: MIME-tools 5.504 (Entity 5.504)
Content-Disposition: inline
X-RT-Interface: Web
Message-ID: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 19

2222222222222222222
-------------------------------------cut--------------------------------

And then I do a reply via webinterface, now we have html tags in reply

-------------------------------------cut--------------------------------
MIME-Version: 1.0
In-Reply-To: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
X-Mailer: MIME-tools 5.504 (Entity 5.504)
Content-Disposition: inline
X-RT-Interface: Web
References: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
RT-Ticket-642@test.skm-skyline.de
Content-Type: text/plain; charset="utf-8"
Message-ID: rt-4.2.1-4704-1387269993-1445.642-0-0@test.skm-skyline.de
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 150

On Tue Dec 17 09:42:23 2013, mpolenske wrote:

> 2222222222222222222



– 

Viele Grüße

Michael Polenske
-------------------------------------cut--------------------------------

From my point of view the headers seem to be identical … Attached a
screenshot how it look like in webinterface

Cheers - Michael

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
FalconeSent: Freitag, 13. Dezember 2013 17:10
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem with HTML tags appearing in
correspondence

Having attempted to Reply using the Rich Text Editor on a clean RT
4.2.1 install, I cannot replicate this at all.

Since you see literal HTML tags being recorded in ticket history, this
points to something broken in your use of the RichText editor.

Can one of the reporters please provide show a test correspondence with
the problem with Show Full Headers, and then with Download with headers
for each of the pieces.

Thanks

-kevin

   I seem to be experiencing the same problem as mentioned in:

[4]http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HT
ML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags
-td56005.html

   I don't have custom templates. The HTML tags are only appearing

when replying through the

   web interface. Disabling the Rich Text Editor avoids this

problem. Hope this can be fixed?

   Regards,

Hi,

I’ve done some additional testing in my testing environment and I seem to
have fixed everything by doing a semi fresh installation.

This means that I’ve movede the /opt/rt4 directory to a back-up location
and from there did a ./configure & make install for RT 4.2.1 (I skipped the
DB step since I’ve already applied the 4.2.1 changes)

After installation I reinstalled all extensions that I use, put back my
original RT_SiteConfig.pm, reapplied all other customizations under
/opt/rt4/local/ and after that I’ve started everything back up again.

Once all of that was done my testing environment was working perfectly
again! Or I should say, version 4.2.1 works and the weird HTML stuff is
fixed.

I’m guessing that “one” of my customizations was the cause, but doing this
reinstallation also fixed some other issues we were seeing. I’ll make a
separate post about this or even file a bug report for the left over
problems that we are still seeing with the simplified recepient list.

Anyways, for me this was the fix and we’re planning a moment for doing this
fix in production pretty soon.2013/12/17 Michael Polenske Michael.Polenske@skm-skyline.de

<<642 11111>> Good morning,

we also have this problem, that since 4.2.1 we have html tags in some (not
in all, but I have no idea why sometimes and sometimes not …) replies.

So, I opened a ticket in testqueue:

-------------------------------------cut-------------------------------------
Subject: 11111
MIME-Version: 1.0
X-Mailer: MIME-tools 5.504 (Entity 5.504)
Content-Disposition: inline
X-RT-Interface: Web
Message-ID: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 19

2222222222222222222

-------------------------------------cut-------------------------------------

And then I do a reply via webinterface, now we have html tags in reply

-------------------------------------cut-------------------------------------
MIME-Version: 1.0
In-Reply-To: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
X-Mailer: MIME-tools 5.504 (Entity 5.504)
Content-Disposition: inline
X-RT-Interface: Web
References: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
RT-Ticket-642@test.skm-skyline.de
Content-Type: text/plain; charset="utf-8"
Message-ID: rt-4.2.1-4704-1387269993-1445.642-0-0@test.skm-skyline.de
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 150

On Tue Dec 17 09:42:23 2013, mpolenske wrote:

> 2222222222222222222



– 

Viele Grüße

Michael Polenske

-------------------------------------cut-------------------------------------

From my point of view the headers seem to be identical … Attached a
screenshot how it look like in webinterface

Cheers - Michael

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [
mailto:rt-users-bounces@lists.bestpractical.comrt-users-bounces@lists.bestpractical.com]
On Behalf Of Kevin Falcone
Sent: Freitag, 13. Dezember 2013 17:10
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem with HTML tags appearing in correspondence

Having attempted to Reply using the Rich Text Editor on a clean RT
4.2.1 install, I cannot replicate this at all.

Since you see literal HTML tags being recorded in ticket history, this
points to something broken in your use of the RichText editor.

Can one of the reporters please provide show a test correspondence with
the problem with Show Full Headers, and then with Download with headers for
each of the pieces.

Thanks

-kevin

On Thu, Dec 12, 2013 at 06:45:10AM +0800, Lai Zit Seng wrote:

   I seem to be experiencing the same problem as mentioned in:
   [4]

http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HTML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags-td56005.html

   I don't have custom templates. The HTML tags are only appearing

when replying through the

   web interface. Disabling the Rich Text Editor avoids this

problem. Hope this can be fixed?

   Regards,

Bart G.

Good morning,

thanks Bart for your test - I’ve done the same this morning, and I can
confirm that the problem is gone on a fresh installation of RT-4.2.1.

I wonder if this is really coming from your customization. We only
have installed two extensions (“mandatory on transition” and “command by
mail”), but in general we use a more or less “default” installation. I
guess it is an issue by updating from 4.2.0 to 4.2.1 - but this is only
my suspicion, without deeper knowledge.

@RT: I’ve done backup before new installation - do you want the archive
for some tests ?

Cheers - Michael

BTW: merry christmas everyone on this list and a happy new year J

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of BartSent: Donnerstag, 19. Dezember 2013 09:54
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem with HTML tags appearing in
correspondence

Hi,

I’ve done some additional testing in my testing environment and I seem
to have fixed everything by doing a semi fresh installation.

This means that I’ve movede the /opt/rt4 directory to a back-up location
and from there did a ./configure & make install for RT 4.2.1 (I skipped
the DB step since I’ve already applied the 4.2.1 changes)

After installation I reinstalled all extensions that I use, put back my
original RT_SiteConfig.pm, reapplied all other customizations under
/opt/rt4/local/ and after that I’ve started everything back up again.

Once all of that was done my testing environment was working perfectly
again! Or I should say, version 4.2.1 works and the weird HTML stuff is
fixed.

I’m guessing that “one” of my customizations was the cause, but doing
this reinstallation also fixed some other issues we were seeing. I’ll
make a separate post about this or even file a bug report for the left
over problems that we are still seeing with the simplified recepient
list.

Anyways, for me this was the fix and we’re planning a moment for doing
this fix in production pretty soon.

<<642 11111>> Good morning,

we also have this problem, that since 4.2.1 we have html tags in some
(not in all, but I have no idea why sometimes and sometimes not …)
replies.

So, I opened a ticket in testqueue:
-------------------------------------cut--------------------------------
Subject: 11111
MIME-Version: 1.0
X-Mailer: MIME-tools 5.504 (Entity 5.504)
Content-Disposition: inline
X-RT-Interface: Web
Message-ID: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 19

2222222222222222222
-------------------------------------cut--------------------------------

And then I do a reply via webinterface, now we have html tags in reply

-------------------------------------cut--------------------------------
MIME-Version: 1.0
In-Reply-To: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
X-Mailer: MIME-tools 5.504 (Entity 5.504)
Content-Disposition: inline
X-RT-Interface: Web
References: rt-4.2.1-2146-1387269743-1411.0-0-0@test.skm-skyline.de
RT-Ticket-642@test.skm-skyline.de
Content-Type: text/plain; charset="utf-8"
Message-ID: rt-4.2.1-4704-1387269993-1445.642-0-0@test.skm-skyline.de
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 150

On Tue Dec 17 09:42:23 2013, mpolenske wrote:

> 2222222222222222222



– 

Viele Grüße

Michael Polenske
-------------------------------------cut--------------------------------

From my point of view the headers seem to be identical … Attached a
screenshot how it look like in webinterface

Cheers - Michael

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Freitag, 13. Dezember 2013 17:10
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problem with HTML tags appearing in
correspondence

Having attempted to Reply using the Rich Text Editor on a clean RT
4.2.1 install, I cannot replicate this at all.

Since you see literal HTML tags being recorded in ticket history, this
points to something broken in your use of the RichText editor.

Can one of the reporters please provide show a test correspondence with
the problem with Show Full Headers, and then with Download with headers
for each of the pieces.

Thanks

-kevin

   I seem to be experiencing the same problem as mentioned in:

[4]http://requesttracker.8502.n7.nabble.com/RT-4-2-1-Weird-issue-with-HT
ML-comments-correspondense-RT-always-registers-plain-text-with-HTML-tags
-td56005.html

   I don't have custom templates. The HTML tags are only appearing

when replying through the

   web interface. Disabling the Rich Text Editor avoids this

problem. Hope this can be fixed?

   Regards,

Bart G.

thanks Bart for your test - I’ve done the same this morning, and I can confirm that the
problem is gone on a fresh installation of RT-4.2.1.
@RT: I’ve done backup before new installation - do you want the archive for some tests ?

It would be interesting to see a

diff -ur upgraded-install 4.2.1-clean-install

to see what was actually different between the two.

Depending on the size/sensitivity of the diff, you may want to send it
to the bug tracker instead of the list.

-kevin

Hi

I also seem to be experiencing this after an upgrade from 4.2.0 to 4.2.1

I’ll try to arrange a diff

BoliOn 28/12/2013 01:55, Kevin Falcone wrote:

On Mon, Dec 23, 2013 at 09:50:22AM +0100, Michael Polenske wrote:

thanks Bart for your test - I’ve done the same this morning, and
I can confirm that the problem is gone on a fresh installation
of RT-4.2.1. @RT: I’ve done backup before new installation - do
you want the archive for some tests ?

It would be interesting to see a

diff -ur upgraded-install 4.2.1-clean-install

to see what was actually different between the two.

Depending on the size/sensitivity of the diff, you may want to
send it to the bug tracker instead of the list.

-kevin

I also seem to be experiencing this after an upgrade from 4.2.0 to 4.2.1

I’ll try to arrange a diff

It would be great to see. We’d love to get to the bottom of what’s
going wrong for some users.

-kevin> On 28/12/2013 01:55, Kevin Falcone wrote:

On Mon, Dec 23, 2013 at 09:50:22AM +0100, Michael Polenske wrote:

thanks Bart for your test - I’ve done the same this morning, and
I can confirm that the problem is gone on a fresh installation
of RT-4.2.1. @RT: I’ve done backup before new installation - do
you want the archive for some tests ?

It would be interesting to see a

diff -ur upgraded-install 4.2.1-clean-install

to see what was actually different between the two.

Depending on the size/sensitivity of the diff, you may want to
send it to the bug tracker instead of the list.

-kevin

Kevin Falcone-2 wrote

It would be great to see. We’d love to get to the bottom of what’s
going wrong for some users.

-kevin

I am attaching a diff -ur between upgrded and freshly installed RT 4.2.1, as
I had exactly same issue when posting new tickets and replying to existing
tickets from RT web interface. Our system has no customizations at all with
exception to one custom field for the ticket (which I have disabled when I
was testing on the upgraded system).

rt4diff.log
http://requesttracker.8502.n7.nabble.com/file/n56483/rt4diff.log

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-HTML-tags-appearing-in-correspondence-tp56015p56483.html

I am attaching a diff -ur between upgrded and freshly installed RT 4.2.1, as
I had exactly same issue when posting new tickets and replying to existing
tickets from RT web interface. Our system has no customizations at all with
exception to one custom field for the ticket (which I have disabled when I
was testing on the upgraded system).

Your differences are entirely in var/mason_data, aka the Mason cache.
This confirms that you skipped the last bit of step (6b) in the
README[1]:

    6b) If you are UPGRADING from a previous installation:
    [...]
          Finally, clear the Mason cache dir:
    
              rm -fr /opt/rt4/var/mason_data/obj
    
          You may then start your web server again.
  • Alex

[1] http://bestpractical.com/docs/rt/latest/README

Alex Vandiver wrote> On Mon, 2014-02-03 at 14:22 -0800, Alexey Bozrikov wrote:

I am attaching a diff -ur between upgrded and freshly installed RT 4.2.1,
as
I had exactly same issue when posting new tickets and replying to
existing
tickets from RT web interface. Our system has no customizations at all
with
exception to one custom field for the ticket (which I have disabled when
I
was testing on the upgraded system).

Your differences are entirely in var/mason_data, aka the Mason cache.
This confirms that you skipped the last bit of step (6b) in the
README[1]:

    6b) If you are UPGRADING from a previous installation:
    [...]
          Finally, clear the Mason cache dir:
    
              rm -fr /opt/rt4/var/mason_data/obj
    
          You may then start your web server again.
  • Alex

[1] http://bestpractical.com/docs/rt/latest/README

Thanks for pointing it out, Alex. I missed this step in the README. I am
fairly new to RT. That was my first installation of RT 4.2.0 and upgrade.

View this message in context: http://requesttracker.8502.n7.nabble.com/Problem-with-HTML-tags-appearing-in-correspondence-tp56015p56485.html

Dear All,
We have installed a fresh version of rt 4.2.2 and tested that HTML
comments/correspondence was working fine and then upgraded from
rt4.2.1 with db.Then we are observing that HTML
comments/correspondence are not working.
We tried to downgrade due to this issue.However not able to succeeded.
Pls help on resolving this issue

regards,
Ajay

rt4.2.1 with db.Then we are observing that HTML
comments/correspondence are not working.

You’re going to have to explain what “not working” means.

Additionally, why are you upgrading to 4.2.2, the current release is
4.2.8.

-kevin

Hi,
Thanks for response.

rt4.2.1 with db.Then we are observing that HTML
comments/correspondence are not working.

You’re going to have to explain what “not working” means.

It removes that HTML tags while sending mails. Like I send mail via web
following test
"You may happy to know that RT is now working.
Cheers,
Ajai"

following will be sent to user
"You may happy to know that RT is now working.Cheers,Ajai"

It seems that it is removing html tag for line change etc.

Additionally, why are you upgrading to 4.2.2, the current release is
4.2.8.

Because in the release note of 4.2.2,it was mentioned that this release
fixes a bug in 4.2.0 and 4.2.1 where failures of the HTML-to-text
conversion would silently cause mail to fail to be sent.Therefore I thought
it may resolve the issue.

I am not able to fix this issue. Looking forward for help pls.

-kevin

It removes that HTML tags while sending mails. Like I send mail via web
following test
"You may happy to know that RT is now working.
Cheers,
Ajai"

following will be sent to user
"You may happy to know that RT is now working.Cheers,Ajai"

It seems that it is removing html tag for line change etc.

So, it rewraps things?

Without you providing actual emails generated by RT that demonstrate
the problem, I’m not sure how to proceed, since your examples don’t
look like html mail failing to send to me.

Because in the release note of 4.2.2,it was mentioned that this release fixes
a bug in 4.2.0 and 4.2.1 where failures of the HTML-to-text conversion would
silently cause mail to fail to be sent.Therefore I thought it may resolve the
issue.

Were you seeing mail failing to send or mail wrapped poorly.
Your report is unclear.

Please try again on the current release of RT.

-kevin