Hi, all
This mail has been sent to both otrs-dev and otrs-i18n.
I'm trying to use OTRS in Japanese.
I translated Language/ja.pm and succeeded to use OTRS in
Japanese using UTF-8.
There is a big problem to use OTRS in Japanese that;
many web-based MUAs, such as Hotmail and Yahoo, and some popular
MUAs, such as Microsoft Exchange and Lotus Notes, does not
support UTF-8!
# Attention: Hotmail's English UI and Yahoo,Inc.'s web mailer
support UTF-8...
Therefore, customers which use these MUAs cannot read mails sent
from OTRS. They can read mails encoded in ISO-2022-JP only.
My OTRS must send mails as ISO-2022-JP.
# OTRS *can* receive and parse ISO-2022-JP mail correctly.
# There is no problem in receiving mails. Only sending.
I cannot use ISO-2022-JP as OTRS UI. Because:
1. ISO-2022-JP is insecure for web applications.
ISO-2022 series is stateful encoding and contains \x1B escape
sequence. It's very hard to handle stateful encoding
correctly for web applications.
2. I want to share one OTRS installation and its queues in
multilingual project team. Non-Japanese team can or must use UTF-8.
And, OTRS must be able to send ISO-2022-JP mail even if
user uses English UI.
In other word, I do not want Japanized (locally patched) OTRS.
-----
My suggestion is to create "mail character encoding" to queue
settings (defaults to UTF-8, or empty meaning system default
charset). for example,
info-en queue uses 'UTF-8' or ''
info-ja queue uses 'ISO-2022-JP'
A mail composd mail in info-en queue is encoded as UTF-8.
A mail composd mail in info-ja queue is encoded as ISO-2022-JP.
This solution seems to make them happy that all users in all
languages.
RFC: Any other suggestion?
If no oppose, I will try to make patch.
--
Tietew