Last modified: 2014-10-15 16:39:29 UTC
PROBLEM DESCRIPTION =================== When an email is forwarded and any additional text is prepended, this text is not displayed in ticket zoom view although it was sent properly. Examples: https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom&TicketNumber=2013102410011088&redirect=no#8512119 & https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom;TicketID=7065265#8355519 (both in the info-de queue) This has been an issue since day one after the upgrade to v. 3.2. STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= 1) Open a ticket. 2) Go to an email in this ticket and click on "Forward" 3) Add some text in the compose window, e.g. "Hi, here's an email for you:" 4) Add a recipient and click "Send mail!" 5) (If necessary:) Open the ticket again. 6) Go to your outgoing email (containing the forwarding message) If you look at your email, you do not see the words "Hi, here's an email for you:". Instead, only the forwarded message is shown. However, if you click on "Plain" (to see the source of the email you've sent), you notice that the email was sent as desired. (It is also indeed received with the additional text included, I checked that.)
I ran into this on https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom;TicketID=7751588
http://otrs-test-prodversion.wmflabs.org/otrs/index.pl?Action=AgentTicketZoom;TicketID=3 Seems to happen when Frontend::RichText is turned off in Framework -> Core::Web.
