Hey there, what otrs of version are you using? whats your MTA? did you try to send email from OTRS to a localhost user? does 'normal' mail from this machine to you work? On Mon, Mar 03, 2003 at 09:25:41AM -0500, Charles R. Rusty Thompson wrote:

Ok.. I've done some more searching on my problems with munged headers coming out of OTRS and now have it tracked down to specifics. I don't know enough about mail headers to get this to do what I think needs to be done. If anyone could help me figure out what's going on I'd appreciate it. We're ready to throw the switch on this and start using it in house the second this last issue is resolved.

Problem #1 ---------- The emails coming from OTRS appear to have no newlines in their headers and thus I'll end up with this as a message body:

-------------------- Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1046699177.1251.2194519043.5.1@www.indysoftsuppport.com> From: IndySoft Support Organization: IndySoft Corporation X-Mimetools: 1.1 X-Mailer: MY OTRS Mail Service (1.2) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: Date: Mon, 03 Mar 2003 08:46:17 -0500 Subject: [indysoft] [Case#: 1000013] Re: Test Support

Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage. "Charles R. \"Rusty\" Thompson" wrote: > I want a case number > -- Thanks, OTRS Admin IndySoft Support -- --------------------

Out of curiosity I opened the email and saved it as a .eml (Outlook email format). When I opened it, same difference. So then I added newlines after each header item and resaved the .eml

-------------------- Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1046699177.1251.2194519043.5.1@www.indysoftsuppport.com> From: IndySoft Support Organization: IndySoft Corporation X-Mimetools: 1.1 X-Mailer: OTRS Mail Service (1.2) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: Date: Mon, 03 Mar 2003 08:46:17 -0500 Subject: [indysoft] [Case#: 1000013] Re: Test Support

Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage. "Charles R. \"Rusty\" Thompson" wrote: > I want a case number > -- Thanks, OTRS Admin IndySoft Support -- --------------------

When I opened this one..viola! It appears as it should with the To: Subject, etc all where they are supposed to be. Somehow the newlines in the headers are getting truncated.

So I started looking at SendArticle.pm for missing newlines... no dice there. I traced the packages through MIME and Mail and finally got dizzy and had to quit :) Then I created a new account with an email address on a totally different service than I had been using to test and that account worked! Weird... So I tried a third different service. That one failed. When replying to a Queue Message, Outgoing mail to Dell Hosted Services and Bellsouth accounts get munged while mail going to Verio services does not. I would speculate the headers aren't being read correctly but then I think "How could the mail get sent?" Not knowing much about mail sending I am assuming that the headers are primarily for client interpretation while the actual delivery to the To/Cc is done through command line parameters or the like.

Possible Cause??? I *think* what is going on here is that some mail servers munge up the headers (maybe something in the order or syntax confuses them?) while others leave them be. I can visually see a difference in the headers from one service to the other so I'm very confused how this is happening.

Problem #2 ----------

At this point I decided ok... let's see where else this occurs. I discovered this... sending an email via the AdminEmail utility, only the From field is placed correctly in the received mail. There appears to be an additional newline after the From: field which prevents the subject and rest of the lines from being read correctly.

At this point I'm wondering what, if anything, can be done to get this mess straightened out. I think all that needs to occur is either some resorting of the headers, making sure something is in the header that should be, or making absolutely certain the newlines are in there properly. All in all... I see something here that isn't working 100% of the time so my first guess is a more generic header needs to be generated and I'm not sure how that's done.

I'm still poking around but management won't let me 'play' with this much longer. I've invested a good bit of time in this and really don't want to have to go to them and say we gotta switch to yet another package.

Charles

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