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

[Michael Ellis]

Could this be the bug that presents when you use both the wysiwyg  
editor and a signature?

-mike

Sent from my iPhone

On 2009-08-05, at 11:28 AM, Jennifer Scales <jscales at haverford.edu>  
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 pa 
> rticular browser or OS).  It seems that it may be adding html code t 
> o the text?  I’m not sure what’s happening.  I’ve also tried  
> pasting the text into notepad to remove all formatting before pastin 
> g 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 resul 
> ted in cut off text.  The third time it displays fine and that was w 
> hen I pasted it into the ticket via “resolve”.  The final comment  
> in the ticket was typed in directly as a comment.  I typed only “Sar 
> ah and Vasantha are working on this” and RT added the extra text (wh 
> ich 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 des 
> perate 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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