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
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17 comments
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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