Re: [otrs] Does OTRS support HTML within tickets?

Robert, That explains it! To use the Rich Text Editor and to be able to use HTML in outgoing emails, you would need to upgrade to the 2.4 framework. Basically, it means you should install the 2.4 software, and then do the upgrade from 2.1 > 2.2 > 2.3 > 2.4 with the included scripts. Should be pretty straight forward and not take too much time. (oph yes, and take backups before you start!) Please refer to the instructions in the UPGRADING file. Hope this helps, ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS  at booth no. 12 from Nov 24-25, 2009! On Thu, Nov 19, 2009 at 6:59 PM, Robert Slater wrote:

Michael,

Thanks for the welcome and the super fast response. :)

We’re using OTRS 2.1.3. Right now, when I attempt to include html mark-up in an email response, or in a template for a response, when I receive my test email, all the html content (well the  < and > characters at least) are being converted to entity references.  I’m not sure if this is happening at the point that I am editing the template (maybe a setting for the templates/responses to “allow HTML content” that I’m missing?) or when it gets passed off to our SMTP service. Based on you positive response that OTRS can handle HTML content in messages, my bet is that it’s the SMTP service that’s set to encode those characters as entities. I wanted to see if that’s your suspicion as well, before I go off and track down the documentation  and admins for that system. :)

-Robert

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Thursday, November 19, 2009 3:13 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Does OTRS support HTML within tickets?

Hi Robert,

Welcome to the OTRS community!

Yes, you can use HTML within replies and responses in OTRS. The only place where we do not (yet) support HTML markup is in the event-based notification.

Hope this helps,

((enjoy)) - Michiel Beijen R&D

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland

T: +31 (0) 6457 42418

F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS  at booth no. 12 from Nov 24-25, 2009!

On Thu, Nov 19, 2009 at 12:20 AM, Robert Slater wrote:

I only fiddled with this for a few minutes before I figured I’d throw this out to the list (before trying to figure out which step in the system might be encoding all my < and >, OTRS or the email server).

Can I include HTML content within an OTRS response, in particular, within template responses/replies?

Robert Slater

Web Technologies & Content Coordinator, Assistant Professor of Library Administration

424 Main Library MC-522

1408 W. Gregory Dr.

Urbana, IL 61801

217-333-4789

rslater@illinois.edu

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