Hello,
We have discovered a bug in OTRS 2.4 which manifests itself by not
being able to bounce messages that contain non-ascii characters and
that are not encoded in UTF8 because the message gets cut-off at the
first non-ascii character. For example if I send an e-mail with the
body "Hello Ivan Ivanovi<non ascii> Bla bla etc etc..." to the queue
"foo", I zoom it and click "bounce". The message that gets bounced is
just "Hello Ivan Ivanovi". We're using MySQL and an utf8 database for
otrs.
I traced a problem to a function ArticleWritePlain in the file
Kernel/System/Ticket/ArticleStorageDB.pm
# write article to db 1:1
return $Self->{DBObject}->Do(
SQL => 'INSERT INTO article_plain '
. ' (article_id, body, create_time, create_by,
change_time, change_by) '
. ' VALUES (?, ?, current_timestamp, ?, current_timestamp, ?)',
Bind => [ \$Param{ArticleID}, \$Param{Email}, \$Param{UserID},
\$Param{UserID} ],
);
What happens is that $Param{Email} is an originally encoded e-mail
message (like it was sent) and the it gets inserted with the original
encoding to the database. And mysql cuts it off (body field) at the
first non utf8 character so it is not written.
Can you advise me what to do because we need bouncing functionality.
Could I change the function to previously encode the e-mail to base64
and decode it in the the the function that retrieves it?
Thanks,
Hrvoje Dagelic,
RBI institute
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