[rt-users] Garbled text in history field in ticket

[Kevin Falcone]

On Wed, Aug 05, 2009 at 09:28:01AM -0700, Jennifer Scales wrote:
>    Frequently, when I copy/paste text into the message field when creating a ticket or adding to
>    an existing ticket, the text appears ok when I paste it, but is garbled when I view the ticket
>    after saving the updates.  It also adds line breaks, extra spaces, and cuts off part of the
>    message.  There does not appear to be consistency in terms of when this happens (it's not
>    specific to a particular browser or OS).  It seems that it may be adding html code to the
>    text?  I'm not sure what's happening.  I've also tried pasting the text into notepad to remove
>    all formatting before pasting it into the ticket but that doesn't always help.
> 
>    One thing I can say is that this only occurs if using the "reply" or "comment" option.  It is
>    always ok when adding text via "resolve".

There is no difference between the text boxes on Reply, Comment or Resolve.

There were a number of IE bugs fixed between 3.8.2 and the current
3.8.4 release and your bug sounds like something that was fixed for IE
in that timeframe

If you're able to replicate it in 3.8.4 you should file a bug with
reproduction steps.

-kevin

> 
>    I have a screen shot at [1]http://people.haverford.edu/jscales/rtexample.jpg  that exemplifies
>    some of what I'm experiencing.  In this example, the first two attempts to copy and paste the
>    email from a user resulted in cut off text.  The third time it displays fine and that was when
>    I pasted it into the ticket via "resolve".  The final comment in the ticket was typed in
>    directly as a comment.  I typed only "Sarah and Vasantha are working on this" and RT added the
>    extra text (which is displayed partly as boxes on my browser but shows as RT text in this
>    screenshot.)
> 
>    This is happening a lot (about 25% of tickets have at least something wrong with the text) and
>    it is not something that we can work around because it often results in lost comments/text.
>    We just launched RT for our help desk and this is very problematic.  I'm desperate to fix this
>    before the school year starts again at the end of this month.  Can anyone help?  Any ideas?
>    Has this been seen before?