Autoresponder e-mail needs to be HTML encoded

When a ticket is created in which the message body contains a less-than symbol ("<"), the autoresponder e-mail that SmarterTrack sends does not HTML-encode the symbol as "<" so the echoed message body is truncated starting at the less-than symbol location.

The message correctly appears in the ticket, however, and a reply to the ticket by a support agent does correctly HTML-encode the message. So the problem is just with the autoresponder.

(The support ticket that helped me discover this was created through the CreateTicketFromCustomer function in the API, so I'm not sure if it does the same thing when generated from an incoming e-mail.)

Andrew Barker Replied

2/19/2019 at 7:20 AM

Employee Post

We have added this issue to our internal tracking system for further investigation.

Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

Andrew Barker Replied

3/13/2019 at 8:13 AM

Employee Post

After some testing, we have been unable to replicate this issue. We tried creating tickets through the portal, from an incoming email, and using the CreateTicketFromCustomer API function. In every test, the < symbol was properly encoded in the auto-responder email.

If you have a specific set of arguments for the CreateTicketFromCustomer API function which you know triggers the error, please share it here and we will do some additional testing.

Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

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