[rt-users] Decoding quoted mail addresses in RT mailgate

[Pavel Ruzicka]

Hello,

we have same issue with From and similar with Subject encoded headers in
RT 3.2.2.


### From Header problem ###
from original mail made by Outlook:
From: =?iso-8859-2?Q?B=EChoun_Anton=EDn=2C_Ing.?= <antonin at xx.cz>

Ticket requestor: "Běhounek" (without email address!)


### Subject header problem ###
Subject header extracted from procmail via SUBJECT=`formail -x Subject:`
before processed in RT is

=?ISO-8859-2?Q?smaz=E1n=ED_p=F8=EDpadu_ZIV/P1281/2006/TYF_=28=E8.?=

String "3715111)   M<C4><9B><C3><9A> N<C3><A1>chod" is missing at the
end of Subject header cited. Same string RT aplication reports to be
unknown header when generates AutoReply:

[Tue Mar 28 12:41:29 2006] [error]: error:    couldn't parse head; error
near:
3715111)   M<C4><9B><C3><9A> N<C3><A1>chod
(/opt/RT/local/lib/RT/Template_Overlay.pm:363)

There is no problem generating other notifications on the same
transaction and ticket also has Subject set up well, but RT didnt send
AutoReply.


### configuration ###
@EmailInputEncodings = qw(utf-8 iso-8859-1 iso-8859-2 us-ascii) unless
(@EmailInputEncodings);


RT logged some UTF characters (see above), its afaik ok, because web ui
is in UTF-8. Is this problem with some MIME::* module ?


ruza

On 03/24/06 10:46, Ruslan Zakirov wrote:
> We need MIME message generated from Outlook that represents problem to
> add to the test suite.
> 
> On 3/21/06, Philipp Niemann <niemann at dimdi.de> wrote:
>> Hello!
>>
>> Though I searched the past four month of listarchive for something
>> similar, I haven't found anything near. Hear this:
>>
>> We have RT Version 3.4.4 installed on a Debian/GNU Linux Release sarge
>> with modperl and apache1.
>>
>> Some of our users have MS Outlook as MUA. Our realname policy for email
>> is: "surname, given name" <email.address at dimdi.de>
>>
>> Everything is just fine as long as the name of the user doesn't contain
>> any special chars like German umlauts or such. In case of a special char
>> in the surname or given name, Outlook encodes the From header according
>> to RFC. The problem is that Outlook (wrongly) encodes the quotation marks
>> into the From address, too.
>>
>> When such an encoded From Address arrives at RT mailgateway, the
>> software does the following (I added Umlauts to the names for accuracy):
>>
>> 1) Realise the From is quoted
>> 2) Start with a Quotation mark: "
>> 3) Decode Address: "surnäme, given näme"
>> 4) End encoded string with quotation mark: "
>> 5) Add mail address itself
>>
>> Result:
>> ""surnäme, given näme"" <email.address at dimdi.de>
>>
>> Which in turn results in Autoreply Mail from RT destined to User "" and
>> User "" -- and RT not realizing the (existing) User. The resulting ticket
>> is listed with Requestor "".
>>
>> Wrong behaviour. My own MUA, mutt, decodes this stuff correctly,
>> prepending a backslash to the encoded quotation marks after decoding,
>> resulting in the correctly decoded From address like this:
>>
>> "\"surnäme, given näme\"" <email.address at dimdi.de>
>>
>> I tried to figure out which perl module is the right to file a bug
>> against. I don't think this is RT itself as RT uses lots of perl mods to
>> decode email. Might be Mail::Address, right?
>>
>> As I don't have any hope of getting rid of Outlook I would greatly
>> appreciate hints on the right module or ideas for a workaround.
>>
>> I have some tcpdump sessions with very detailed information about the
>> issue. Feel free to ask for further details if needed.
>>
>> Regards,
>> Philipp
>> --
>> Philipp Niemann                                       DIMDI
>> Abteilung D / AG D4
>> Peripherie / UNIX-Systembetreuer     Waisenhausgasse 36-38a
>> Tel. : 0221/4724-281                            50676 Koeln
> 
> --
> Best regards, Ruslan.
> 
> 
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-- 
Pavel Ruzicka, ICZ

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