Hi Christian,
On Wed, Aug 03, 2005 at 10:10:29AM +0000, Chris Flerackers wrote:
>>On Tue, Aug 02, 2005 at 03:03:44PM +0000, Chris Flerackers wrote:
>>>>On Mon, Aug 01, 2005 at 03:21:00PM +0000, Chris Flerackers wrote:
>>>>>I have been using otrs 1.3.2 successfully for some weeks now
>>>>>but recently, I received 2 emails for the support system that did
>>>>>not appear correctly in the queues. I never saw the mail in the
queues,
>>>>>but when I do a search on all tickets, I see 2 lines with an empty
>>>>>Ticket#, Age, State, Queue and CustomerID.
>>>>>The From/Subject contains
>>>>>-
>>>>>The Owner contains
>>>>>( )
>>>>>I checked the mail (the customer also cc-ed me) and I saw the
following
>>>>>which might cause the issue (I changed the names and email addresses
>>>>>but the format is still the same, especially the line breaks, spaces,
>>>>>quotes, ...).
>>>>>
>>>>>From: LNAME1 Fname1 <[EMAIL PROTECTED]>
>>>>>To: "'[EMAIL PROTECTED]'" <[EMAIL PROTECTED]>,
>>>>>Cc: LNAME2 Fname2 <[EMAIL PROTECTED]>, BB CC DDD
>>>>><[EMAIL PROTECTED]>,
>>>>> LNAME3 Fname3 <[EMAIL PROTECTED]>,
>>>>> LNAME4 FNAME4 =CC=
>>>>> <[EMAIL PROTECTED]>,
>>>>> LNAME5 Fname5
>>>>> <[EMAIL PROTECTED]>,
>>>>> "'Myfname Mylname'"
>>>>> <[EMAIL PROTECTED]>
>>>>>
>>>>>Some possible problems:
>>>>>- There are no quotes around the "displaynames"
>>>>>- There are double and single quotes around the "To" displayname and
>>the
>>>>>last "CC" displayname.
>>>>>
>>>>>Has anybody seen this problem before? Is it an otrs issue? If yes,
has
>>it
>>>>>been fixed in a subsequent release?
>>>>
>>>>Yes, there might be problems with the correct quoting of data. Which
>>>>database backend are you using for OTRS?
>>>
>>>I am using postgresql 8.0.1_3
>>
>>OK. And what DBD::Pg module? DBD::Pg older than 1.4.2 causes some
>>trouble.
>
>I'm using DBD-Pg-1.40_1 on FreeBSD
OK. I had problems with versions older than 1.42.
>>>Would the "quoting" be an otrs or postgres problem?
>>
>>Hmm, thats the question :). I have no problems with OTRS 2.x, Postgresql
>>8.x and DBD::Pg 1.42 on a debian system, but on other systems there seem
>>to be problems :(. As long as we are not able to reproduce these errors,
>>its hart to find the reason that causes this trouble.
>
>Would it be usefull to upgrade (have there been changes related to this
>quoting in otrs and/or postgres/DBD::Pg)?
In OTRS we made no changes, but I had no errors after I updateed DBD::Pg
to 1.42 under debian sarge. But anyway, there seem to be still problems
we had to investigate. I'd update and test what happens ;).
I updated to 1.42 and fed the original mail from the customer back into the
system and it seems to work now. So I guess it was indeed a DBD::Pg problem.
Thanks for the help!
Best regards,
Chris
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