Sugar 11.0.2: Email to case causes formatting to be incorrect

I have had issues with html encoding in the Case description since v7.0 and it keeps coming back like a bad penny...

The latest recurrence was Defect #(81812) which was fixed in 11.3  which, of course, is not available OnSite. 
I asked for a hot fix but they could not give me one, and told me to wait for the upgrade to v12. 

I've not upgraded to v12 yet for a series of reasons, not the least of which is I have to convert to Enterprise first and review all the customizations I did to add the features that Enterprise now has out of the box...

I hope your customer's transition to v12 is easier than mine :)

Dear Francesca,

I am facing issue that my description contains formatted html data and while sending email to user programmatically,

description field not formatted.

My code:

"

$oTemplate = new EmailTemplate();
$oMail = new SugarPHPMailer();
$oEmailObj = new Email();
$oTemplate->retrieve_by_string_fields(array('name' => "Template Name", 'type' => 'email'));
$defaults = $oEmailObj->getSystemDefaultEmail();
$oMail->From = $defaults['email'];
$oMail->FromName = $defaults['name'];
$oMail->ClearAllRecipients();
$oMail->ClearReplyTos();
$oMail->AddAddress($oUser->email1, $oUser->full_name);
$test = $oUser->full_name;
$oMail->Subject = parse_alert_template($oTask, $oTemplate->subject);
$body = parse_alert_template($oTask, $oTemplate->body_html);
$description = strip_tags($oTask->description);
$body = str_replace('$task_description',$description,$body);
$oMail->Body_html = from_html($body);
$oMail->Body = wordwrap($body, 900);
$oMail->Body = $body;
$oMail->IsHTML(true);
$oMail->prepForOutbound();
$oMail->setMailerForSystem();

"

but this was working previously.

Your help is appreciated.

Thanks,

Shreya

I use Mailer Factory to send emails, I think it's better than using the Email bean directly.

support.sugarcrm.com/.../

I built a small utility function that I reuse in various parts of my code and it seems to work fine. The $EmailBody is strictly HTML in my case.

Per the manual you can set the Text Body and/or the HTML body:

$mailer->setTextBody("This is a text body message");

// HTML Body
$mailer->setHtmlBody("This is an <b>HTML</b> body message. <br> You can use html tags.");

This is my Utility function, which can probably be improved (I wrote it several years ago), but it still works on the v11, I have not tested it in v12 yet but see no reason it should stop working, at least for now.

<?php
  //Function to send Email message
  //one email per recipient

function sendEmail($ToEmailAdd, $FromEmailAdd, $FromEmailName, $EmailSubject, $EmailBody) {
  global $sugar_config;
  require_once ('modules/Emails/Email.php');
  if(is_array($ToEmailAdd)){
    $To = $ToEmailAdd;
  }else{
    $To = explode(';',$ToEmailAdd);
  }
  foreach ($To as $to_addr){
    if (filter_var($to_addr, FILTER_VALIDATE_EMAIL)){
      try{
        $phpMailer = MailerFactory::getSystemDefaultMailer();
        $mailTransmissionProtocol = $phpMailer->getMailTransmissionProtocol();
        $FromEmailIdentity = new EmailIdentity($FromEmailAdd, $FromEmailName);
        $header_array = array(
          'From'=>$FromEmailIdentity,
          'ReplyTo'=>'',
          'Sender'=>$FromEmailIdentity, //mandatory
          'Subject'=>$EmailSubject,
        );
        $phpMailer->constructHeaders($header_array);
        $phpMailer->addRecipientsTo(new EmailIdentity($to_addr, $to_addr));
        $phpMailer->setHtmlBody($EmailBody);
        $phpMailer->send();
      }catch(MailerException $me) {
        $message = $me->getMessage();
        $GLOBALS["log"]->fatal(
          "SendEmail: error sending e-mail (method: {$mailTransmissionProtocol}), (error: {$message})"
        );
        return($message);
      }
    }else{
      $message = 'BAD EMAIL ADDRESS To: ' . $to_addr;
      return($message);
    }
  }
  return;
}
?>

Francesca

I use Mailer Factory to send emails, I think it's better than using the Email bean directly.

support.sugarcrm.com/.../

I built a small utility function that I reuse in various parts of my code and it seems to work fine. The $EmailBody is strictly HTML in my case.

Per the manual you can set the Text Body and/or the HTML body:

$mailer->setTextBody("This is a text body message");

// HTML Body
$mailer->setHtmlBody("This is an <b>HTML</b> body message. <br> You can use html tags.");

This is my Utility function, which can probably be improved (I wrote it several years ago), but it still works on the v11, I have not tested it in v12 yet but see no reason it should stop working, at least for now.

<?php
  //Function to send Email message
  //one email per recipient

function sendEmail($ToEmailAdd, $FromEmailAdd, $FromEmailName, $EmailSubject, $EmailBody) {
  global $sugar_config;
  require_once ('modules/Emails/Email.php');
  if(is_array($ToEmailAdd)){
    $To = $ToEmailAdd;
  }else{
    $To = explode(';',$ToEmailAdd);
  }
  foreach ($To as $to_addr){
    if (filter_var($to_addr, FILTER_VALIDATE_EMAIL)){
      try{
        $phpMailer = MailerFactory::getSystemDefaultMailer();
        $mailTransmissionProtocol = $phpMailer->getMailTransmissionProtocol();
        $FromEmailIdentity = new EmailIdentity($FromEmailAdd, $FromEmailName);
        $header_array = array(
          'From'=>$FromEmailIdentity,
          'ReplyTo'=>'',
          'Sender'=>$FromEmailIdentity, //mandatory
          'Subject'=>$EmailSubject,
        );
        $phpMailer->constructHeaders($header_array);
        $phpMailer->addRecipientsTo(new EmailIdentity($to_addr, $to_addr));
        $phpMailer->setHtmlBody($EmailBody);
        $phpMailer->send();
      }catch(MailerException $me) {
        $message = $me->getMessage();
        $GLOBALS["log"]->fatal(
          "SendEmail: error sending e-mail (method: {$mailTransmissionProtocol}), (error: {$message})"
        );
        return($message);
      }
    }else{
      $message = 'BAD EMAIL ADDRESS To: ' . $to_addr;
      return($message);
    }
  }
  return;
}
?>

Francesca