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

[Jennifer Scales]

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".

I have a screen shot at 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?

I'm using RT 3.8.2

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jscales at haverford.edu
(610) 896-1373

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