Mail Subject - MIME Header broken - UTF8 RFC - Umlauts

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salzstreuer
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Joined: 08 Aug 2018, 10:04
Znuny Version: 6.0.10

Mail Subject - MIME Header broken - UTF8 RFC - Umlauts

Post by salzstreuer »

Hi,

we are experiencing the following bug with our OTRS systems (OTRS 5.0.13 & OTRS 6.0.10):

As soon as we receive a mail ticket with several words containing umlauts ("ä","ü","ö") in the subject, our notification sent by OTRS look like this:

"[Ticket#1051222] =?UTF-8?Q?T=C3=9CRTEST?=: =?UTF-8?Q?ENCOD=C3=9CNG=20?="

What it should look like:
"[Ticket#1051222] TÜRTEST: ENCODÜNG"

I found the following topic searching the maillist:
https://lists.otrs.org/pipermail/otrs/2 ... 43148.html

I tried this workaround. At least it fixed the problems with the subject line, but now my FROM,TO,CC lines are messed up the same way.

Does anybody know, how we could fix this issue?


Thanks in advance!
salzstreuer
Znuny newbie
Posts: 6
Joined: 08 Aug 2018, 10:04
Znuny Version: 6.0.10

Re: Mail Subject - MIME Header broken - UTF8 RFC - Umlauts

Post by salzstreuer »

No one has any idea, how we could fix this issue?

:(
jojo
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Re: Mail Subject - MIME Header broken - UTF8 RFC - Umlauts

Post by jojo »

check your mailserver and mailclient as it seems that they can not use encoded Subject lines
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

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salzstreuer
Znuny newbie
Posts: 6
Joined: 08 Aug 2018, 10:04
Znuny Version: 6.0.10

Re: Mail Subject - MIME Header broken - UTF8 RFC - Umlauts

Post by salzstreuer »

The problem is that the way OTRS encodes these headers with several umlauts is not RFC 2047 compliant as stated in the manual page of perl module MIME::Words:

Our mail server provider told us that this is indeed an issue with our software and not an issue on their side.
jojo
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Joined: 26 Jan 2007, 14:50
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Re: Mail Subject - MIME Header broken - UTF8 RFC - Umlauts

Post by jojo »

I tested it and looks ok for me:

Subject: [Ticket#2019011651000169] TEST: =?UTF-8?Q?T=C3=BCr=20?=
=?UTF-8?Q?T=C3=B6r=20?= =?UTF-8?Q?T=C3=84r=20?= =?UTF-8?Q?AB=C3=9F=20?=
=?UTF-8?Q?b=C3=A4=C3=96=C3=9C=20?=ddsf


Shows correctly in several mail clients (Thunderbird, iOS, Webmailer)

As far as I can see OTRS uses Q encoding according to section 4.2. of RFC2047 and not the B encoding.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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