Emails attached to calls have a rogue > added to any urls

[Claire Holtham]

Afternoon, 

this is an old issue, that is still happening (I'm told it's been reported before but could not find the original thread). If we receive an email, that gets turned into a support call, and there is a url in it, the url does not work

On a recent call (which demonstrates the issue) if I right click and copy the link in the details view, then paste it in Notepad.exe (not in a browser). You will see a rogue %3E added to the end, which is the HTML-encoded greater-than sign (>).

essentially the opening '<' is not being treated as part of the url, but the closing one  '>' is 

[Claire Holtham]

Is this a problem for anyone else? Its our security team dealing with possible spam emails that have raised this with me...

[Steve Giller]

Hi @Claire Holtham

I've reproduced this in my Instance and have reported it to development.

[Claire Holtham]

Thanks @Steve Giller - could you let me know what they say, apparently this has been reported before (Jamie said it's been like that for 6 years!) and it would be good to know if we are to live with it, or if it's one for a fix list?

Thanks, Claire

 

[Jasper van den Berg]

Hi,

We have an issue that is also related to URLs in tickets that are raised via an email. When we manually raise a request from an email which contains an URL, it all works fine. However if we us an automatic ticket creation process from a similar email; the URL is removed completely. I raised an incident for this and I was pointed to this forum post, hence my message.

Any ideas if this is related and if there is a solution for this?

Regards,

Jasper

 

[Steve Giller]

Both of these issues have been flagged to development.

They have not yet been reviewed so I don't have any further information for you at this stage.
Both of these issues, while not necessarily connected, occur with anchors - i.e. <a href="https://www.google.com">Google</a> - rather than a plain url.

The workaround would be to only use plain urls - e.g. https://www.google/com - in your emails which are always successfully inserted as links in the Description, however as these are incoming that may not be under your control.

[Claire Holtham]

Thanks @Steve Giller, keep us posted!

Hi @Jasper van den Berg I asked how our emails are being captured, they are created from email by the service desk, I believe they use the 'Raise Call' button from the mailbox (so different to your issue I think)

[Claire Holtham]

@Steve Giller - do we have any news from your colleagues in development on this issue?

[Steve Giller]

Nothing to report at present.

[Claire Holtham]

@Steve Giller do you know if this issue has been reviewed by development yet? 

[Claire Holtham]

HI @Steve Giller - what's the best way of seeking answers on this question? 

(I'm sure me putting an 'any update' question on this forum will get pretty tired pretty soon)