RT 3.02, Perl 5.6.1 and Unicode - any chance?

Hi,

first of all sorry for the cross post to both rt-lists. Wasn’t sure which
one is the appropriate one.

I know the docs mention Unicode and perl 5.6.1 aren’t going together well.

Anyway, I almost have everything working. Emails sent to RT are properly
encoded. Tickets created using Unicode (thai and german mixed for example)
display well in the web-interface.

My only problem is, emails sent from RT aren’t encoded properly.

For instance I have Set($EmailOutputEncoding , ‘iso-8859-1’); and when I
email a ticket which contains umlauts (öäü), they seem to be encoded in
utf-8 but get sent with an iso-8859-1 header (as instructed by
$EmailOutputEncoding). When I switch my Email-Client’s Charset to utf-8,
that message displays umlauts correctly.

Given the above, I modified SendEmail.pm to constantly add a charset="utf-8"
header - no matter what EmailOutputEncoding is set to. This is rather dirty,
but fixed displaying emails correctly which contain umlauts and are sent
from RT. However, as soon as had RT send an email which contained some THAI
unicode chars, this of course didn’t work. Neither the Thai characters nor
the umlauts (which were in the same message) got displayed correctly in my
mail-client.

So my question is:
Is there any chance of getting the Email-Encoding right while using Perl
5.6.1?

I have tons of modules installed and wouldn’t like to upgrade Perl to 5.8 if
I can avoid it somehow.

Thanks
Stefan

http://www.StefanSeiz.com
Spamto: bin@imd.net

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Germany | Spamto: bin@imd.net

Hi,

My only problem is, emails sent from RT aren’t encoded properly.

For instance I have Set($EmailOutputEncoding , ‘iso-8859-1’); and when I
email a ticket which contains umlauts (���), they seem to be encoded in
utf-8 but get sent with an iso-8859-1 header (as instructed by
$EmailOutputEncoding). When I switch my Email-Client’s Charset to utf-8,
that message displays umlauts correctly.

Known bug. It’s the “big” item I want to fix before 3.0.3. There’s no
way that mail containing both thai and german can be encoded as
iso-8859-1, to the best of my knowledge. Should RT obey the user’s
wishes and garble mail or should it try to be “smart” and force it to
utf-8?

Given the above, I modified SendEmail.pm to constantly add a charset="utf-8"
header - no matter what EmailOutputEncoding is set to. This is rather dirty,
but fixed displaying emails correctly which contain umlauts and are sent
from RT. However, as soon as had RT send an email which contained some THAI
unicode chars, this of course didn’t work. Neither the Thai characters nor
the umlauts (which were in the same message) got displayed correctly in my
mail-client.

So my question is:
Is there any chance of getting the Email-Encoding right while using Perl
5.6.1?

There’s a chance, but I can’t promise anything.

I have tons of modules installed and wouldn’t like to upgrade Perl to 5.8 if
I can avoid it somehow.

Thanks
Stefan


http://www.StefanSeiz.com
Spamto: bin@imd.net


DO NOT GIVE OUR ADDRESS TO THIRD PARTIES, WE HATE JUNK-MAIL


Stefan Seiz | Fon +49 (0)700 STEFSEIZ
| Fax +49 (0)7161 918699
Marstallstr. 32/1 | Mobile +49 (0)172 / 7103366
D-73033 G�ppingen |
Germany | Spamto: bin@imd.net


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For instance I have Set($EmailOutputEncoding , ‘iso-8859-1’); and when I
email a ticket which contains umlauts (öäü), they seem to be encoded in
utf-8 but get sent with an iso-8859-1 header (as instructed by
$EmailOutputEncoding). When I switch my Email-Client’s Charset to utf-8,
that message displays umlauts correctly.

Known bug. It’s the “big” item I want to fix before 3.0.3. There’s no
way that mail containing both thai and german can be encoded as
iso-8859-1, to the best of my knowledge. Should RT obey the user’s
wishes and garble mail or should it try to be “smart” and force it to
utf-8?

Definitely it should use utf-8. Tere is no way this’d work in iso-8859-1. I
only meant since it didn’t seem to be iso in my case but rather utf-8 with a
wrong header, i expected it could have worked.

When you say “known bug”, is there any place i can broswse those known bugs
so i don’t ask the list if it is known?

So my question is:
Is there any chance of getting the Email-Encoding right while using Perl
5.6.1?

There’s a chance, but I can’t promise anything.

Ok, thanks Jesse! I knock on wood (actually aluminium in the moment) :wink:

Stefan Seiz http://www.stefanseiz.com
Spamto: bin@imd.net

First off sorry for double posting but I haven’t been on either list for a
while and I wasn’t sure were to direct my RTFM related question.
I have easily installed RTFM 2.0 beta 6 (This was the version I found on the
web site) on top of an RT 3.0.0 installation (running perfectly on a Linux
box with all the usual configurations + some minor modifications that we
made to the GUI for our very specific needs). so RTFM installed flawlessly
and I created one test CLASS with 3 customer fields and gave full
permissions to everybody (just checking the installation). my problem is
that when I choose “Extract Article” from an RT Ticket I get the class
selection fine but after this in the Extract Article XX into Class XX form
All the select boxes (on the left side of each update) are empty (rather
there is only a single option “-”).

Has anyone seen this before? can I have some quick pointers please?

Cheers
Ron

and I created one test CLASS with 3 customer fields and gave full
permissions to everybody (just checking the installation). my problem is
that when I choose “Extract Article” from an RT Ticket I get the class
selection fine but after this in the Extract Article XX into Class XX form
All the select boxes (on the left side of each update) are empty (rather
there is only a single option “-”).

As is mentioned in the docs, that select box ONLY lists "FreeformText"
custom fields for the class you’ve selected.

Has anyone seen this before? can I have some quick pointers please?

Cheers
Ron


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