Hello,
I use RT to track messages coming from various sources (Nagios notifications, mail sent by scripts running on Unix and Window servers, mail sent by humans, etc).
I also use it to track messages from Dell Remote Access Card (DRAC) 4 system boards. These boards send messages on warning or critical alerts such as failed disks, failed fans, power losses, etc.
The problem is that messages from DRAC boards seem to have UTF-16 encoding. The message body is therefore unreadable, whether in the email received from RT or in RT’s GUI.
Here is an example (I can send a JPEG snapshot of the problem if needed): you can see the unreadable characters in the message body.
Wed Nov 30 11:54:31 2011: Request 21145 was acted upon.
Transaction: Ticket created by ROOT@RAC-GZ76F1J.MYDOMAINSubject: Alert from DRAC 4/I: [IP address here]
Status: new
Ticket <URL: http://rtrack.mydomain.com/Ticket/Display.html?id=21145 >
M¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿¿
Some debug in Apache’s log :
[Wed Nov 30 10:54:31 2011] [debug]: Guessed encoding: UTF-16BE (/usr/local/rt/bin/…/lib/RT/I18N.pm:460)
[Wed Nov 30 10:54:31 2011] [debug]: Guessed encoding: ascii (/usr/local/rt/bin/…/lib/RT/I18N.pm:460)
[Wed Nov 30 10:54:31 2011] [debug]: Converting ‘UTF-16BE’ to ‘utf-8’ for text/plain - Alert from DRAC 4/I: 10.58.17.34 (/usr/local/rt/bin/…/lib/RT/I18N.pm:257)
[Wed Nov 30 10:54:31 2011] [debug]: Mail from user #71279 (ROOT@RAC-GZ76F1J.MYDOMAIN) (/usr/local/rt/bin/…/lib/RT/Interface/Email/Auth/MailFrom.pm:77)
[Wed Nov 30 10:54:32 2011] [debug]: Working on mailfield To; recipients are (/usr/local/rt/bin/…/lib/RT/Action/SendEmail.pm:653)
[Wed Nov 30 10:54:32 2011] [debug]: Subject: [CPTALERTE #21145] Alert from DRAC 4/I: [IP address here]
From: “ROOT via RT” <[RT’e email]>
Reply-To: [RT’e email]
In-Reply-To: XXXXXXXXXXXXXXXXXXXXXXX
References: XXXXXXXXXXXXXXXXXXXXXXX
Message-ID: XXXXXXXXXXXXXXXXXXXXXXX
Precedence: bulk
X-RT-Loop-Prevention: Request Tracker CPT/RSI
RT-Ticket: Request Tracker CPT/RSI #21145
Managed-by: RT 3.8.10 (Request Tracker — Best Practical Solutions)
RT-Originator: ROOT@RAC-GZ76F1J.MYDOMAIN
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8 (/usr/local/rt/bin/…/lib/RT/Action/SendEmail.pm:660)
I have tested various settings for @EmailInputEncodings (UTF-16, UTF-16BE, …), without success.
Reading the logs above, it seem that UTF-16 encoding is detected by Encode::Guess, but isn’t translated into UTF-8.
Thanks in advance for your help.
Loïc Mahé - RSI - France
SunOS [hostname] 5.10 Generic_142900-14 sun4u sparc SUNW,Sun-Fire-15000
RT 3.8.10
Perl v5.12.3