Since the 6.0 update, Zammad sometimes inserts two line breaks in outgoing emails, even though there is only a normal line break in the ticket. There is no apparent rule why Zammad sometimes creates a line break or two.
Has anyone noticed the same behavior?
Zammad:
Outlook:
Hi @bendergruppe. Did you check the EML file? Maybe you can see the root cause there.
Hi @fliebe92,
there’s something weird…
We write the ticket as continuous text, but it is formatted differently in the background.
one line break:
end of text</div>
<div><br></div>
<div><b>headline</b></div>
<div>text start
two line breaks:
end of text</div>
<div><span style="color:var(--text-normal);"><br></span></div>
<div><span style="color:var(--text-normal);"><b>headline</b></span></div>
<div>text start
So there’s no copy paste or use of text modules happening?
Our footer is inserted via ::mfg
The text content should have been without copy paste
That’s odd. Can you try to verify that yourself?
Usually span elements appear when there’s copy pasting involved. But I don’t want to accuse anyone so…
It looks like it’s really copy and paste, but why wasn’t it like that before?
In Zammad, the second line break is not displayed. In Outlook you can place the cursor at both line breaks. So it’s really two line breaks there.
Zammad receives backfixes all the time, a bug fix might have fixed that invalid behavior. Can’t tell why it “worked” before.
Just now we have another case, this time without copy paste.
The <‘spans’> are included in the source code…
The mail was written as plain text, but text was marked for the reply using the “reply” function.
If this consistly happens on replies and is reproducable on other instances then I believe this would be a bug.
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