
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
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
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 _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/