Wrapping of preformatted sections in formatted mails is sometimes completely broken

[fthommen]

Infos:

• Used Zammad version: 5.0.3-1643280981.141dc0ca.centos7
• Used Zammad installation type: RPM from YUM repository
• Operating system: Linux (CentOS 7.9)
• Browser + version: Firefox 96.0.2 and Chrome 97.0.4692.99

Expected behavior:

I would expect that Zammad displays formatted (html) mails like or very similar to how they would appear in a mailclient or as a webpage. This also and especially applies to preformatted sections, where line wrapping is even more important.

Actual behavior:

Preformatted (<pre>) sections in formatted mails are sometimes correctly wrapped (as in the source), but sometimes they are completely un-wrapped and appear as an unusable block of continuous text. This makes it impossible to analyze the - usually - code snippets sent in by the customers.

Please see a - blurred - example here:

And here how it appears in a mail client (“Raw”) or a browser (“Original Formatting”) and how it should also appear in Zammad:

I apologize for the blur, but all current examples contain sensible and personal information which I cannot disclose here.

Steps to reproduce the behavior:

Unfortunately I wasn’t able to manually craft a problematic email so far myself, but others might have had the same experience and maybe can help out?

[MrGeneration]

Sorry hard to tell what’s going wrong with actual sources of a working and a not working mail.

[fthommen]

Please let me know what exactly you would require and I can hopefully provide it to you personally. These mails potentially contain sensible information and I cannot post the complete code here in the forum. I’d also need the explicit confirmation that the email content is treated confidentially.