RT4.0.5: Extra Carriage Returns

RT Users
#1

We are using RT 4.0.5. Been seeing this issue since 3.8.

I send an email to RT using plain text (Using Outlook). Body is as follows:

1
2
3
4

Owner of ticket replies via email (plain text) and this is what is displayed in RT web interface:

RT-Message-ID: rt-4.0.5-20393-1338999797-1708.19249-0-0@rt.asdf.com
Content-Length: 707

1
2
3
4

The email I get in Outlook looks like this (in RT it looks fine):

1

2

3

4

If I reply back RT will now have the double CR. If ticket owner replies I will see triple CR’s. Rinse repeat and the CR’s grow and grow.

I have queried the list and found a previous patch that requires the X-Mailer header. New versions Exchange do not send X-Mailer. We changed EmailerParser.pm to force all messages through the RescueOutlook code. Unfortunately it did not fix anything.

Any ideas what might be causing this?

Patrick

#2

We are using RT 4.0.5. Been seeing this issue since 3.8.

I send an email to RT using plain text (Using Outlook). Body is as follows:

1
2
3
4

Owner of ticket replies via email (plain text) and this is what is displayed in RT web interface:

RT-Message-ID: rt-4.0.5-20393-1338999797-1708.19249-0-0@rt.asdf.com
Content-Length: 707

1
2
3
4

The email I get in Outlook looks like this (in RT it looks fine):

1

2

3

4

If I reply back RT will now have the double CR. If ticket owner replies I will see triple CR’s. Rinse repeat and the CR’s grow and grow.

I have queried the list and found a previous patch that requires the X-Mailer header. New versions Exchange do not send X-Mailer. We changed EmailerParser.pm to force all messages through the RescueOutlook code. Unfortunately it did not fix anything.

In addition to stripping the X-Mailer header a lot of newer exchanges
are forcing a base64 transfer encoding. That will prevent Rescude
code from ever working. There’s a branch to work on this, but I’m not
sure of the status.

-kevin

#3

We are using RT 4.0.5. Been seeing this issue since 3.8.

I send an email to RT using plain text (Using Outlook). Body is as
follows:

1 2 3 4

Owner of ticket replies via email (plain text) and this is what is
displayed in RT web interface:

RT-Message-ID:rt-4.0.5-20393-1338999797-1708.19249-0-0@rt.asdf.com

Content-Length: 707

1 2 3 4

The email I get in Outlook looks like this (in RT it looks fine):

1

2

3

4

If I reply back RT will now have the double CR. If ticket owner
replies I will see triple CR’s. Rinse repeat and the CR’s grow and
grow.

I have queried the list and found a previous patch that requires
the X-Mailer header. New versions Exchange do not send X-Mailer.
We changed EmailerParser.pm to force all messages through the
RescueOutlook code. Unfortunately it did not fix anything.

In addition to stripping the X-Mailer header a lot of newer
exchanges are forcing a base64 transfer encoding. That will prevent
Rescude code from ever working. There’s a branch to work on this,
but I’m not sure of the status.

The branch is up and waiting on some testing in the wild with
Outlook/Exchange that exhibits the issue:

https://github.com/bestpractical/rt/tree/4.0/base64-in-rescue-outlook

Would love some additional testing and feedback.

Jim