Using youtrack as help desk, need to remove html from replies

Hello,

We are using youtrack to manage our helpdesk, sometimes we get a reply that looks blank, if I click edit I can see the reply but I need to delete all the html tags around it to get it to display correctly, is there a way to do this automatically?

Dan
17 comments
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Hello Dan,

Could you please provide me with the screenshot of such threads? Do you know what email clients were used?
Do you experience this on your InCloud or Stand-alone YouTrack? If it's Stand-alone, what email server is configured on your instance?

Thank you.
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Hello Andrey,

I have noticed that some are from mobile devices e.g. Sent from my Sony Experia. other's like the one I just recieved don't - see screenshots.

We have a Standalone youtrack, we are using exchange 2010.

Dan


html reply #1.png

html reply #2.png

html reply #3.png
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I solved this problem by using a custom workflow

when comments.added.isNotEmpty {
var myComment = comments.added.first;
......
var x = myComment.text.substringBetween("<META HTTP-EQUIV", "\">");
x = "<META HTTP-EQUIV" + x + "\">";
if (x != null || x != "") {
  myComment.text = myComment.text.replace(x, "");
}
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Dan,

Thanks for details. We'll investigate mobile clients behaviour.

Vitaliy,

Many thanks for sharing workaround!
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Thanks Vitaliy,

Do I just add the the custom workflow seperately or do I have to add it to notifyUnregisteredUsers

Dan
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Dan,

This can be added to notifyUnregisteredUsers workflow.

Thank you.
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Dan,

You can add it to notifyUnregisteredUsers, as I did.

Do not forget to test changes!
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Thanks,

I will have to have a look later - really busy atm - we have had 10 times more users than we had planned for.

I have some more helpdesk related questions, not sure if I'm meant to start a new thread or shall I continue this one?

Dan
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Dan,

It's better to proceed in new thread, as it's a new topic.

Thank you.
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Hello,

Do I just add this to the end of the notifyUnregisteredUsers workflow or does it need to go at a certain stage?

When I look at workflows in youtrack the format seems straightforward but when I load it in the workflow editor everything is in 1 long string?

Dan
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You can add the workaround to any place in the code, but I would recommend to study it to understand the action of the workflow
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By the way, a similar solution can be applied to describe the issue.

rule fix meta http

when becomesReported() {
var x = issue.description.substringBetween("<META HTTP-EQUIV", "\">");
if (x != null || x != "") {
x = "<META HTTP-EQUIV" + x + "\">";
issue.description = issue.description.replace(x, "");
}
}
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I have a little time to look at this again now.

Do I need to add this within the existing rule or can I just add it as an additional rule within the workflow?
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Dan,

The rule should be added as self rule within the workflow.

Thank you.
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<message deleted>
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Dan,

Yes, it's Stateless.
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I have tried creating a Stateless Rule using both examples of the code, on both the following line is not accepted:

x = "<META HTTP-EQUIV" + x + "\">";

Also I'm not sure how to enter "||"
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