One of my IT users is reporting two separate problems with ServiceDesk Plus (8208). Firstly when she replies to calls the reply is pre-filled with HTML (fonts, images, text from the thread). I have tested this myself, when I log in and reply to the same request HTML appears but then immediately disappears.

Secondly, this particular user is logging time against each call but this is not showing in the daily or weekly reports that we run. I can only assume this is because some calls are not resolved or closed - does that make any difference?