Hi Jesse,
It’s been quite some time since the last email on this subject :). We have been investigating this further and have discovered the following - it seems to relate to the templates:
A template example:
-------------------------------------- SNIP -------------------------------------Subject: Ticket {$Ticket->Subject}(1) was created in …
Please notice that I created ticket [{$Ticket->id}: {$Ticket->Subject}(2)] …
See ticket here: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
-------------------------------------- SNIP -------------------------------------
Example on bad reply from template:
-------------------------------------- SNIP -------------------------------------
Subject: [xxx.dk #151852] Ticket (BlÃ¥bærgrød og kødpÃ¥læg) was created in …
Please notice that I created ticket [151852: Blåbærgrød og kødpålæg] …
See ticket here: http://xxx.dk:80/Ticket/Display.html?id=151852
-------------------------------------- SNIP -------------------------------------
The strange thing is, all the national characters in {$Ticket->Subject}(1) (in the Subject line) is corrupted.
The second {$Ticket->Subject}(2) is converted just fine.
If we leave out the “Subject: Ticket {$Ticket->Subject}(1) was created in …”-line in the template, the system generated Subject is also correct.
Hope this gives you some further information, that can help resolve this problem.
PS. We’re still on RT3.6.3
Med venlig hilsen / Best regards
Steen Olesen
Schilling A/S
Baldersbækvej 24-26
DK-2635 Ishøj
Tel: +45 70 27 99 00
Fax: +45 70 27 99 10
Mailto:so@schilling.dk
http://www.schilling.dk
-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of Brian Kjelin Olsen
Sent: Wednesday, May 23, 2007 11:24 AM
To: Jesse Vincent
Cc: RT Users
Subject: SV: SV: SV: [rt-users] Charset error in subject when using
Danish letters (æøå / ÆØÅ)
To summarize: It is only the subject in the outgoing mail from RT
that has wrong characters - the mail body looks fine (including Nordic
national characters).
Everything inside RT looks fine and the subject is shown correctly in
the webui. Even checked the database tables and they’re fine too.
So my guess is, that it has to do with the mail-sender (whereever that
is :))
Apache is configured with default charset as UTF-8
AddDefaultCharset UTF-8
A bunch of additional charset is added in the httpd.conf
including latin1.
In RT_SiteConfig.pm following is set:
@EmailInputEncodings = qw(iso-8859-1 us-ascii utf-8)
unless (@EmailInputEncodings);
Set($EmailOutputEncoding , ‘iso-8859-1’);
Does this answer your questions?
Med venlig hilsen / Best regards
Brian Kjelin Olsen
Schilling A/S
-----Oprindelig meddelelse-----
Fra: Jesse Vincent [mailto:jesse@bestpractical.com]
Sendt: 18. maj 2007 18:47
Til: Brian Kjelin Olsen
Cc: RT Users
Emne: Re: SV: SV: [rt-users] Charset error in subject when using Danish
letters (æøå / ÆØÅ)
No, I haven’t heard of any having the same problem with Danish
letters in the subject only.
If there are other message headers with Danish characters, do they
get similarly mangled? Are the characters typed in as unicode or
latin-1? Does it happen only with one mail client or with many? Are
there clients it doesn’t happen iwth?
Med venlig hilsen / Best regards
Brian Kjelin Olsen
Schilling A/S
-----Oprindelig meddelelse-----
Fra: Jesse Vincent [mailto:jesse@bestpractical.com]
Sendt: 16. maj 2007 18:35
Til: Brian Kjelin Olsen
Cc: RT Users
Emne: Re: SV: [rt-users] Charset error in subject when using Danish
letters (æøå / ÆØÅ)
Hi Jesse
I’m sorry that this reply was delayed, but several other tasks were
impediment for continuing this issue. Nevertheless, it is still an
issue we haven’t bin able to solve even though several people have
suggested changes of various settings.
You asked for the Perl and Mime version and about the database and
webui setup.
- MimeTools version is: 5.420. The encode version was: 2.01 but is
upgraded to 2.20
- Perl version is: v5.8.5 built for i386-linux-thread-multi
- DB (Oracle) and webui looks alright - no strange conversions…
Everything looks right - except for the subject in e-mails returned
from RT…
There are no problems with Danish letters in the mail body.
Has anyone else seen this issue? (Finding commonalities would help
track it down)
Med venlig hilsen / Best regards
Brian Kjelin Olsen
Schilling A/S
-----Oprindelig meddelelse-----
Fra: Jesse Vincent [mailto:jesse@bestpractical.com]
Sendt: 25. april 2007 15:40
Til: Brian Kjelin Olsen
Cc: RT Users
Emne: Re: [rt-users] Charset error in subject when using Danish
letters (æøå / ÆØÅ)
During our correspondence with our customers by mail through the RT
system, the Danish letters (æøå / ÆØÅ) is getting unreadable when
they are placed in the subject.
Any ideas would be most welcome.
Example: “Subject: Fwd: [support.schilling.dk #120841]
Sÿgefunktion pÃ¥ kunde. ÿBLEGRÿDÿ - ÿblegrÿdÃ¥”
Correct subject: “Subject: Fwd: [support.schilling.dk #120841]
Søgefunktion på kunde. ÆBLEGRØDÅ - æblegrødå”
What Perl version are you running? Are you current on MIME::Tools
and
Encode? Is it right in the database and/or webui?
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