Thanks

Implemented everything in OSticket 1.6 Stable. Works fine.

However the line break (ENTER) done by the staff does not go into the resulting email.

Any suggestions?

You should also edit “ticket_autoresp_subj” and “ticket_autoresp_body” lines as below to be able to put HTML codes in the new ticket alert template which is sent to the clients:

 ',ticket_autoresp_subj='.db_input($var['ticket_autoresp_subj']).
 ',ticket_autoresp_body='.db_input($var['ticket_autoresp_body']).

And Masino, you should change the above line

                 ',ticket_reply_subj='.db_input($info['ticket_reply_subj']).
to this:

                 ',ticket_reply_subj='.db_input($var['ticket_reply_subj']).

I have re-tested that modification above and there is nothing left. Also, the response email that received by client also worked properly; the response message text was bold as well.

I think you have missed the step that you called with instance 2 above.
Yours is:

$body = stripslashes(preg_replace("/(\r\n|\r)/s", "", trim($message))); // HTML mode

whereas it should be:

$body = stripslashes(preg_replace("/(\r\n|\r)/s", "<br />", trim($message))); // HTML mode

In the other words, you missed the <br /> tag which has function to break the line to the next line.

Person,A request for support has been created and assigned ticket #757947. A representative will follow-up with you as soon as possible.You can view this ticket’s progress online here: http:/websiteaddress.com/support/view.php?e=emailaddress@email.com&t=757947.If you wish to send additional comments or information regarding this issue, please don’t open a new ticket. Simply login using the link above and update the ticket.websiteaddress.com.com admnimistrator

I changed the personal info above, but it strips everything down to one line and is not bold.

here are my changes

/support/include/msgtpl.php

                 ',ticket_reply_subj='.db_input(Format::striptags($var['ticket_reply_subj'])).
		 ',ticket_reply_body='.db_input($var['ticket_reply_body']).
 		 ',forgot_ticket_subj='.db_input(Format::striptags($var['forgot_ticket_subj'])).

/support/include/class.email.php

There are 2 entries of step 2 part 1. I replaced both instances. 1 instance is in the “send” function and another in “sendmail” function. In my settings i have SMTP as outgoing.

instance 1

//$body = stripslashes(preg_replace("/(\r\n|\r)/s", "\n", trim($message)));
$body = stripslashes(preg_replace("/(\r\n|\r)/s", "", trim($message))); // HTML mode
$fromname=$this->getName();

instance 2

$subject=stripslashes(preg_replace("/(\r\n|\r|\n)/s",'', trim($subject)));
//$body = stripslashes(preg_replace("/(\r\n|\r)/s", "\n", trim($message)));
$body = stripslashes(preg_replace("/(\r\n|\r)/s", "", trim($message))); // HTML mode
$headers = array ('From' =>$from,

step 2 part 2

if($attachment && $attachment['file'] && is_readable($attachment['file'])) { //file of.
//$mime->setTXTBody($body);  // switch to HTML mode below
$mime->setHTMLBody($body);
$mime->addAttachment($attachment['file'],$attachment['type'],$attachment['name']);

E-mail template is

<b>%response</b>
<a href="%url/view.php?e=%email&t=%ticket" rel="nofollow">%url/view.php?e=%email&t=%ticket</a>

Thanks for the up and coming support, and these tutorials are gold.