Your message dated Mon, 24 Jul 2006 20:29:33 +0200
with message-id <[EMAIL PROTECTED]>
and subject line Bug#358385: otrs: Missing content type + strange characters in
subject yields error when zooming
has caused the attached Bug report to be marked as done.
This means that you claim that the problem has been dealt with.
If this is not the case it is now your responsibility to reopen the
Bug report if necessary, and/or fix the problem forthwith.
(NB: If you are a system administrator and have no idea what I am
talking about this indicates a serious mail system misconfiguration
somewhere. Please contact me immediately.)
Debian bug tracking system administrator
(administrator, Debian Bugs database)
--- Begin Message ---
Package: otrs
Version: 2.0.4p01-1
Severity: important
Tags: l10n
If a reply to a ticket (an article in the otrsdb.article table) contains
"strange" characters in e.g. the Subject: field, but no content type
information was given (the field otrsdb.article.a_content_type is
empty), an attempt to display (zoom) the ticket will fail.
An example subject line which causes the error:
[UU #63536] (uu-abuse) Re: [Ticket#104379] Släppapå
An example subject line which does not exhibit the error:
[UU #63536] (uu-abuse) Re: [Ticket#104379] Slappapa
This is the error shown in the web browser:
---8<---
Internal Server Error
The server encountered an internal error or misconfiguration and was unable
to complete your request.
Please contact the server administrator, [EMAIL PROTECTED] and inform
them of the time the error occurred, and anything you might have done that
may have caused the error.
More information about this error may be available in the server error log.
Apache Server at support.student.uu.se Port 443
--->8---
The Apache error log reveals:
---8<---
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected non-continuation
byte 0x70, immediately after start byte 0xe4) in substitution (s///) at
../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected non-continuation
byte 0x70, immediately after start byte 0xe4) in substitution (s///) at
../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected non-continuation
byte 0x00, immediately after start byte 0xe5) in substitution (s///) at
../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected non-continuation
byte 0x00, immediately after start byte 0xe5) in substitution (s///) at
../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected non-continuation
byte 0x70, immediately after start byte 0xe4) in substitution (s///) at
../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected non-continuation
byte 0x70, immediately after start byte 0xe4) in substitution (s///) at
../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected non-continuation
byte 0x00, immediately after start byte 0xe5) in substitution (s///) at
../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected non-continuation
byte 0x00, immediately after start byte 0xe5) in substitution (s///) at
../..//Kernel/System/Ticket/Article.pm line 1065, <DATA> line 283., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket.pm line 619., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket.pm line 620., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket.pm line 621., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket.pm line 625., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket.pm line 626., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket.pm line 627., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket.pm line 631., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
in substitution (s///) at ../..//Kernel/System/Ticket.pm line 631., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at ../..//Kernel/System/Ticket.pm line 632., referer:
https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
at /usr/share/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1245.,
referer: https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] [Wed Mar 22
15:28:54 2006] index.pl: Malformed UTF-8 character (unexpected end of string)
in substitution (s///) at
/usr/share/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1245.,
referer: https://support.student.uu.se/otrs/index.pl
[Wed Mar 22 15:28:54 2006] [error] [client 130.238.131.190] Premature end of
script headers: index.pl, referer: https://support.student.uu.se/otrs/index.pl
--->8---
Looking in /usr/share/otrs/Kernel/System/Ticket/Article.pm reveals that this
happens as part of the substitution that is intended to remove "unwanted"
stuff:
---8<---
# strip not wanted stuff
foreach (qw(From To Cc Subject)) {
$Data{$_} =~ s/\n|\r//g if ($Data{$_});
}
--->8---
Net resources suggest that this may be solved by treating the data as
binary data instead; please see:
http://mail.nessus.org/pipermail/nessus/2004-August/msg00171.html
The underlying cause for the error is of course that the mail client sent
an e-mail with a subject line which contains strange characters without
specifying a character set for the mail.
Since our OTRS has Unicode enabled, it stores the subject line in the
database -- which is a latin-1 database due to the fact that OTRS does not
properly set the datase character set and collation on installation, but
rather just uses it to store "whatever" stuff in raw format.
In this case, the Swedish umlaut characters in the Subject: line are part
of the latin1 (ISO-8859-1) character set, and get stored "as is". When
retrieved, they are non-UTF-8 characters, and confuse OTRS.
One would think that OTRS should perform an input-to-UTF-8 conversion for
all fields and parts of a message upon reception if one has Unicode enabled
in the configuration.
Best regards,
Björn
-- System Information:
Debian Release: 3.1
Architecture: i386 (i686)
Kernel: Linux 2.6.14.3.051125-01-dell-custom
Locale: LANG=swedish, LC_CTYPE=swedish (charmap=ISO-8859-1) (ignored: LC_ALL
set to swedish)
Versions of packages otrs depends on:
ii apache2 2.0.55-3-custom1 next generation, scalable, extenda
ii apache2-mpm-prefork [ap 2.0.55-3-custom1 traditional model for Apache2
ii libauthen-sasl-perl 2.08-2 Authen::SASL - SASL Authentication
ii libdate-pcalc-perl 1.2-2 Perl module for Gregorian calendar
ii libdbi-perl 1.46-6 Perl5 database interface by Tim Bu
ii libemail-valid-perl 0.15-1 Check validity of Internet email a
ii libio-stringy-perl 2.110-1 Perl5 modules for IO from scalars
ii libmailtools-perl 1.62-1 Manipulate email in perl programs
ii libmime-perl 5.417-1 Perl5 modules for MIME-compliant m
ii perl 5.8.4-8sarge3 Larry Wall's Practical Extraction
-- no debconf information
--- End Message ---
--- Begin Message ---
closing the bug now
On 7/24/06, Björn Wiberg <[EMAIL PROTECTED]> wrote:
Yes, it seems so. I went through similar messages among our tickets and
none of them caused OTRS to fail on zoom (despite the other person's mail
system mangling the message, not including correct character set info,
etc.). So it seems that the UTF-8 conversion of the databases took care of
that.
--
http://www.twerner42.de/
--- End Message ---
