My apologies for not previously researching this, but the answer I'm looking for is a simple one. (Mostly Yes or no.) We had a user accidentally record several notes in the wrong part of a two linked tickets. Does anyone know if it would be a simple process to go into the DB and modify the records to move the notes to the correct ticket? This isn't big enough issue to challenge corrupting the db over. I would think this to be very simple. If you also happen to know what would need modifying would appreciate the additional info. I you have an opinion or knowledge let me know. tia, LQM

On Mar 20, 2008, at 11:20 AM, Steve Morrey wrote:

Thats called html encoding.

yes that is what I described.

The best way to handle it is to use an html decoding function right before inserting your data into the db.

Is the e-mail sent from the database, or from the update? It would appear the outbound e-mail is generated when processing the update, and thus changing the data going to the database wouldn't affect the e-mail? And anyway, you are now at the heart of the question: what routine/ method should be adjusted for this change?

-----Original Message----- From: Jo Rhett Sent: Thursday, March 20, 2008 12:15 PM To: User questions and discussions about OTRS.org Subject: [otrs] code to fix ’ and other codes when sending e- mail?

So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to ’ (right-tick apostrophe)

Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done/

-- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness

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-- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness