I’ve spun up a test environment to migrate our RT from v4.2.12 to v4.4.2. Have followed the upgrade instructions to the letter, and upgrade the dbase as directed.
We’ve been using Extract Custom Fields (RT-Extension-ExtractCustomFieldValues-3.13) with RT v4.2.12 successfully for some time.
After migrating the dbase to v4.4.2 with Extract Custom Fields (RT-Extension-ExtractCustomFieldValues-3.14), we’ve discovered that data is no longer being extracted from the body of HTML emails, however it does work for Plain Text emails.
Below is an extract from the Extract Custom Fields template in use:-
Obviously, this extracts data after the following email body text:-
The above text is written in HTML differently as you would expect, due the ‘>’ character being a meta character in HTML.
This is an example of the way it’s displayed in HTML:-
<span style="font-weight: bold;">Product-> </span>MyProductInfo<br>
As you can see, our Product-> marker is reformatted to
Product-> in HTML; it seems obvious why it is working in Plain Text and not in HTML.
If I were setting this up from scratch I’d just use another character that was more HTML tolerant rather than the >.
BTW… if I change the Extract Custom Fields template to use this in instead:-
Then the email body text
Product-- MyProductInfo works as expected for Plain Text and HTML email bodies.
However, the above has been working for years using
Product-> MyProductInfo with HTML and plain text sourced emails.
Has anyone else discovered this behaviour?