The Organization Variable #{ticket.organization.name} is not rendered correctly

[Bozo0511]

Used Zammad Version

6.2

Environment

• Installation method: any
• Operating system (if you're unsure: cat /etc/os-release ): any
• Database + version: any
• Elasticsearch version: any
• Browser + version: any

Actual behaviour

I created a trigger to edit the title of incoming emails with help of the following variables.
#{ticket.organization.name}
#{ticket.title}

the ticket title ischanged to: Joe & Bob Inc - Need help

organisation name is: Joe & Bob Inc

Expected behaviour

I created a trigger to edit the title of incoming emails with help of the following variables.
#{ticket.organization.name}
#{ticket.title}

I would expect that the organization name is shown like written in Organization. example: Joe & Bob Inc

Steps to reproduce the behaviour

1.Create Trigger:
Action > is > created
status > is not > closed
Typ > is > email
sender > is not > system
title > contains not > #{ticket.organization.name}

makes following changes:
title > #{ticket.organization.name} - #{ticket.title}

2 Create a ticket via email with the title: need Help

name of the Organization: Joe & Bob Inc
name of the Organization in the title: Joe & Bob Inc - Need help

Screen Recording (02.04.2024 15-21-16).wmv.zip

Support Ticket

Ticket#10153203

I'm sure this is a bug and no feature request or a general question.

yes

[mantas]

This is a very interesting issue. The new data is escaped (see

zammad/app/models/concerns/perform_changes/action/attribute_updates.rb

Line 123 in f7fde26

quote: true,

) when assigning. However, ticket title is always escaped too. This causes special characters to be double-escaped.

The solution could be to not escape the new value at the time of executing the trigger. A check to ensure that only title is not (double-)escaped may be needed though. Theoretically title is the only field that allows such value to be set (adding notes and sending email is a different mechanism). But someone may be (ab)using this feature in unexpected ways and such change may backfire.