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It is a bit disconcerting to get the client's response on a ticket and see "comments below..." followed by their sig and nothing in between.  The raw content view contains a copy of the previous correspondance and the client's new additional comments mixed in (both plain text and HTML).

 This has happened on several occasions now.  Different clients.  Not sure if there is any common denominator since it is entirely possible we may actually be missing more of these where clients are not so obvious about their intentions.

We have not been able to reproduce this problem. The raw text view of your ticket responses will strip out any potentially harmful HTML for security reasons. If you are encountering other problems related to the normal view I would submit a screenshot and/or list of steps to reproduce this problem to our support department.

This happens in the normal view.  The full content shows in the raw view.

To reproduce, an client replies to an agent's (HTML formatted) email and puts comments inline in the original message. 

When the response is viewed in smartertrack, only the new email is seen, not the older one with the comments.

I have included a screen shot showing an example. 

A slightly edited version (email addresses deleted)  of the raw view is available at http://www.vistagrande.com/dwest/ss1.txt.

I could be mistaken, but I'm seeing the same content in your raw content that I am in the html view in SmarterTrack. What sort of comments are you trying to include in your reply? Are they HTML formatted comments? Is it is just plain text that you're including thta isn't showing up?

The email sent from the agent to the client is HTML formatted.  The client hits reply (in Outlook), adds some text for the new message and then scrolls down to the message from the agent and adds their comments between them.

 I suspect you have not scrolled very far in the raw content.    When I look at that I see the headers from the client's email (left off the txt file I provided) followed by the part if the message that shows up in smartertrack, followed by the agent's message and client's comments, followed by the HTML version of the email.  See below.  The bold is what shows up in smarter track.  But the rest is available in the raw view.  I put the "client's" inline comments in italics below to help show those here.

 This is a multi-part message in MIME format.

------=_NextPart_000_0015_01C928B8.A4644CE0
Content-Type: text/plain;
charset="US-ASCII"
Content-Transfer-Encoding: 7bit

comments will be added below to this HTML email.

Mary M. Rafferty
mailto:deleted

-----Original Message-----
From: Digital West Support [mailto:deleted]
Sent: Tuesday, October 07, 2008 8:09 PM
To: deleted
Subject: [3AB-107EE0B2-E0E0] test HTML reply


So pretend this is a ticket.  

this is the first

Reply and we will see what happens

this is the second


Mary M. Rafferty
mailto:deleted


------=_NextPart_000_0015_01C928B8.A4644CE0
Content-Type: text/html;
charset="US-ASCII"
Content-Transfer-Encoding: quoted-printable

 (leaving HTML out for brevity)

------=_NextPart_000_0015_01C928B8.A4644CE0--

From what I am seeing, smartertrack sometimes stops processing an item when it encounters 5 underlines or five dashes which are used as dividers in a multipart email.

Ok, I see that... SmarterTrack does not allow clients to modify the original message (for obvious reasons). I will bring up your issue with the team and see what they think, however, I'm pretty sure they will say it's a conflict in security as I am.

Hi Andrew,

In reality, they are not changing the original message.  That is still a separate item in the ticket threads.

As I am now aware of this "quirk", I am more alert to situations where the message from the client is not as obvious as "comments inline below" and am checking the raw source view -- and have found there was more. 

It is unreasonable to expect users to not respond to ticket emails as they would to any other email.  Inline responses are pretty common.  Another situation where this popped up recently was a case where they provided a bounce message followed by additional information related to the situation.  The punctuation of the bounce message was treated as a "stop" by smartertrack, and the additional information was not displayed.

Hi Andrew,

Has there been a decision on this? 

It is a real problem when clients are using HTML formatted email and add their comments inline.