[otrs] Character Encoding

[Jeff]

We occasionally receive mail with incorrect charset headers or some
other problem where all the characters can't be displayed. When this
happens, the only thing we see in the body of the mail is the
"malformed utf8" message. Is it possible to turn that off and have
otrs display the contents of the mail even if it thinks it isn't
correctly decoding it? In gmail, for example, some of these same mails
do not display correctly, but enough is there that we can usually
reply to it. Is it possible to tell otrs to be more tolerant of errors
and show what it can? Any ideas or advise is welcome. Thanks.

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[Jeff]

Jeff wrote:
> We occasionally receive mail with incorrect charset headers or some
> other problem where all the characters can't be displayed. When this
> happens, the only thing we see in the body of the mail is the
> "malformed utf8" message. Is it possible to turn that off and have
> otrs display the contents of the mail even if it thinks it isn't
> correctly decoding it? In gmail, for example, some of these same mails
> do not display correctly, but enough is there that we can usually
> reply to it. Is it possible to tell otrs to be more tolerant of errors
> and show what it can? Any ideas or advise is welcome. Thanks.
>

If it helps, we're using 2.2.4.

Searching the lists, I don't find an answer for the malformed utf8
error. I'm sure someone here has successfully dealt with this. No
suggestions?

[Manfred Dohmen]

Hello Jeff,

there's an ongoing discussion about exactly this topic right now on the German users list.

We noticed problems with 2.3RC1 when an incoming mail has a wrong character encoding in its headers. In our case we had a mail where the headers said it would be charset "us-ascii", encoded 7bit, while the body contained German Umlauts. The result is that the body is cut at the first occurrence of an Umlaut.

I agree with you that a incorrectly displayed mail is better than one that's not shown. But I don't know if someone thinks of changing this.

Kind regards
Manfred Dohmen

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[André Bauer]

Guten Tag Jeff,

am Mittwoch, 30. Juli 2008 um 03:17 schrieben Sie:

http://bugs.otrs.org/show_bug.cgi?id=2650

--
Mit freundlichen Grüßen
André Bauer
mon...@gmx.net

System:
Ubuntu 8.04.1/Apache 2.2.8-MOD_PERL/MySQL 5.0.51a/ OTRS 2.2.7

[Jeff]

Quoting André Bauer <mon...@gmx.net>:

> Guten Tag Jeff,
>
> am Mittwoch, 30. Juli 2008 um 03:17 schrieben Sie:
>
>
> http://bugs.otrs.org/show_bug.cgi?id=2650
>
>
> --
> Mit freundlichen Grüßen
> André Bauer
> mon...@gmx.net
>

Thanks to everyone for the responses.

I see that others just choose the "plain" view to address this
problem. That would be just fine with us but, when I try that, I get
the following error:

Message: No plain article (article id 27151) in database!

I don't find a configuration option for storing the plain text version
of a mail. Am I missing that config, is my installation broken
somehow, or is this also a bug? Thanks again.

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