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<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
style='font-size:10.0pt'>Hello,<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
style='font-size:10.0pt'><o:p> </o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'>I use RT to track messages coming from
various sources (Nagios notifications, mail sent by scripts running on Unix and
Window servers, mail sent by humans, etc).<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'><o:p> </o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'>I also use it to track messages from Dell
Remote Access Card (DRAC) 4 system boards. These boards send messages on
warning or critical alerts such as failed disks, failed fans, power losses,
etc.<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'>The problem is that messages from DRAC
boards seem to have UTF-16 encoding. The message body is therefore unreadable, whether
in the email received from RT or in RT’s GUI.<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'><o:p> </o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'>Here is an example (I can send a JPEG snapshot
of the problem if needed): you can see the unreadable characters in the message
body.<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'><o:p> </o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'>Wed Nov 30 11:54:31 2011: Request 21145 was
acted upon.<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'> Transaction: Ticket created by
ROOT@RAC-GZ76F1J.MYDOMAIN<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'> Subject: Alert from DRAC 4/I: [IP
address here]<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'> Status: new<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'> Ticket <URL: http://rtrack.mydomain.com/Ticket/Display.html?id=21145
><o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'><o:p> </o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'>Mżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżżż<o:p></o:p></span></font></span></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Some debug in Apache’s log :<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>[Wed Nov 30 10:54:31 2011] [debug]: Guessed encoding:
UTF-16BE (/usr/local/rt/bin/../lib/RT/I18N.pm:460)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>[Wed Nov 30 10:54:31 2011] [debug]: Guessed encoding:
ascii (/usr/local/rt/bin/../lib/RT/I18N.pm:460)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>[Wed Nov 30 10:54:31 2011] [debug]: Converting
'UTF-16BE' to 'utf-8' for text/plain - Alert from DRAC 4/I: 10.58.17.34
(/usr/local/rt/bin/../lib/RT/I18N.pm:257)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>[Wed Nov 30 10:54:31 2011] [debug]: Mail from user
#71279 (ROOT@RAC-GZ76F1J.MYDOMAIN) (/usr/local/rt/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:77)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'> [Wed Nov 30 10:54:32 2011] [debug]: Working on
mailfield To; recipients are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:653)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>[Wed Nov 30 10:54:32 2011] [debug]: Subject:
[CPTALERTE #21145] Alert from DRAC 4/I: <span class=date>[IP address here]</span><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>From: "ROOT via RT" <[RT’e email]><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Reply-To: [RT’e email]<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>In-Reply-To: XXXXXXXXXXXXXXXXXXXXXXX<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>References: XXXXXXXXXXXXXXXXXXXXXXX<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Message-ID: XXXXXXXXXXXXXXXXXXXXXXX<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Precedence: bulk<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>X-RT-Loop-Prevention: Request Tracker CPT/RSI<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>RT-Ticket: Request Tracker CPT/RSI #21145<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Managed-by: RT 3.8.10
(http://www.bestpractical.com/rt/)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>RT-Originator: ROOT@RAC-GZ76F1J.MYDOMAIN<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>MIME-Version: 1.0<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Content-Transfer-Encoding: 8bit<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Content-Type: text/plain; charset="utf-8"<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>X-RT-Original-Encoding: utf-8
(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:660)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>I have tested various settings for @EmailInputEncodings
(UTF-16, UTF-16BE, …), without success.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Reading the logs above, it seem that UTF-16 encoding
is detected by Encode::Guess, but isn’t translated into UTF-8.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'>Thanks in advance for your help.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span lang=EN-GB
style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span style='font-size:
10.0pt'>Loïc Mahé – RSI – France<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span style='font-size:
10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
lang=EN-GB style='font-size:10.0pt'>SunOS [hostname] 5.10 Generic_142900-14
sun4u sparc SUNW,Sun-Fire-15000<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
style='font-size:10.0pt'>RT 3.8.10<o:p></o:p></span></font></span></p>
<p class=MsoNormal><span class=date><font size=2 face="Times New Roman"><span
style='font-size:10.0pt'>Perl v5.12.3</span></font></span><font size=2><span
style='font-size:10.0pt'><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face="Times New Roman"><span style='font-size:
10.0pt'><o:p> </o:p></span></font></p>
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