Re: [otrs] Empty ticket in queue after receiving email

Hi Christian,

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 To: "'otrs@myotrsdomain.com'" , Cc: LNAME2 Fname2 , BB CC DDD , LNAME3 Fname3 , LNAME4 FNAME4 =CC= , LNAME5 Fname5 , "'Myfname Mylname'"

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 Would the "quoting" be an otrs or postgres problem? Best regards, Chris _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/