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Fetched emails don't contain their body #4416

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BesliLuuk opened this issue Dec 11, 2024 · 9 comments
Closed

Fetched emails don't contain their body #4416

BesliLuuk opened this issue Dec 11, 2024 · 9 comments

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@BesliLuuk
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PHP version: 8.2.26
FreeScout version: 1.8.159
Database: MySQL
Are you using CloudFlare: No
Are you using non-official modules: No

Some time ago I reported issue #4372 regarding some issues fetching emails. I can confirm this issue has been resolved in the latest version and that mails are now succesfully being fetched. However...

The emails that are fetched are empty in Freescout. Trying to open the original confirms that the body doesn't exist. I've confirmed that the issue is not in the mailserver, as plenty of other applications can view these emails just fine (Thunderbird, Jetbrains YouTrack, Znumy, Etc)

There are no errors in the logs, trying the debug fetch method also doesn't return any errors.
@freescout-help
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Can you share the EML file of the email or send it to [email protected]

@BesliLuuk
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Thanks for the swift response. I've attached the zipped (due to file support limitation ) file to this comment.

Freescout_Test.zip

@freescout-help
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freescout-help commented Dec 11, 2024 •
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HTML of the email is not proper HTML (<html> tag is missing), so FreeScout can't parse it:

2

@BesliLuuk
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That's very interesting!

Considering that every single platform that I tried can work with said email, including mail clients and ticketing systems, would it be possible to add support for this in Freescout?

I've also compared this to the HTML of the automated message Github sent for this reply, which has the same structure as the test EML I sent earlier. And I confirmed that this HTML data is used to display said email in other third party clients.

@freescout-help
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Can you send such email to [email protected] - actual email, not EML file.

@BesliLuuk
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BesliLuuk commented Dec 12, 2024 •
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I've forwarded the email to [email protected] , I also forwarded the email to myself in order to check a copy of the EML and noticed that outlook has transformed the message when forwarding.

The HTML contents are now Base64 encoded and it has added a bunch of extra data that was not in the original email. I've also tried fetching said email in Freescout and it doesn't load either

@freescout-help
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I've forwarded the email

The real email is needed, not forwarded. Otherwise it's impossible to check the issue.

@BesliLuuk
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I've tried both Outlook and Thunderbird, and neither can forward the 'real' email. Do you have any other suggestions?

I'd also like to restate that all other mail clients and shared mailbox/ticket systems are able to read these files just fine. So I have a hard time believing this is an issue with the stored data.

@freescout-help
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Do you have any other suggestions?

Unfortunately not. It looks like there is no way to reproduce and debug your issue.

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@freescout-help @BesliLuuk