So if you look at the actual OTRS code, the optimising starts there... https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L157 and also https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L528
If you don't want it to do that then modify the code, though make sure you know what you've modified when it comes to upgrade time, and document it for the poor person that has to pick up the pieces when you've moved on. On 28 April 2013 07:16, Darshak Modi <[email protected]> wrote: > See the outputof notification sent to agent, the original mail sent was > text only. See the spaces between lines removed. > > > **************Snap of Email*************** test > test > test > test > test > * 1 FETCH (FLAGS (\Seen \Recent) > ************************************************* > > > > On 27-04-2013 PM 07:16, Steven Carr wrote: > >> How do you know the conversion is removing spaces/lines? Have you looked >> at the text version of the email to compare? If there is no text version of >> the email then how were multiple lines/spaces encoded in the HTML version >> of the email? >> >> OTRS converts all incoming emails to plain text and stores a copy of this >> in the database, IIRC this is what is used for full text searching. >> >> Auto-reply notification emails to customers will have text converted as >> the agent emails do. Replies sent to the customer from the agent GUI will >> be sent as entered (e.g. if you have richtext enabled then will be sent as >> HTML, otherwise as plain text). >> >> >> >> >> On 27 April 2013 14:27, Darshak Modi <[email protected] <mailto: >> darshak.modi@**elitecore.com <[email protected]>>> wrote: >> >> >> Thanks a lot. and yes you are right its not intended. >> However, my understanding is, if there is good functionality , it >> can convert to text, but I see no logic to reformat/removing spaces. >> This may also help if we send notification to customer where the >> body remains unchanged. >> >> >> Is it possible by modifying some file or so? >> >> On 27-04-2013 PM 06:01, Gerald Young wrote: >> >> No. It's not intended to do this, either. The point is that >> the agent will get an idea of the ticket, go to the website, >> and hIandle it. >> >> >> >> On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi >> <[email protected] >> <mailto:darshak.modi@**elitecore.com <[email protected]> >> > >> <mailto:darshak.modi@**elitecore.com <[email protected]> >> >> <mailto:darshak.modi@**elitecore.com <[email protected]>>>> >> wrote: >> >> In notifications sent by OTRS to agents, I include >> complete email >> body, >> But OTRS by default formats it , removes all spaces >> between lines . >> >> Is there a way to stop this? OTRS will convert to text, but it >> should not reformat it. >> >> ------------------------------** >> ------------------------------**--------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: >> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: >> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> >> >> >> >> ------------------------------**------------------------------** >> --------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: >> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: >> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> >> >> ------------------------------**------------------------------** >> --------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: >> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: >> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> >> >> >> >> ------------------------------**------------------------------**--------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: >> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: >> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> > > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >
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