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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='color:#1F497D'>Hi Kevin, it sounds like you have an issue with your Outlook client configuration, maybe a standard signature your company uses or some configuration pushed by GP or your build is causing it. We use Outlook as our mail client and HTML is our standard format. We have never seen any issues like this.<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users [mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Kevin Curtis<br><b>Sent:</b> Wednesday, June 04, 2014 11:54 AM<br><b>To:</b> rt-users@lists.bestpractical.com<br><b>Subject:</b> Re: [rt-users] Problems with ! in html format emails<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>Hi,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'> In case anyone else comes across this same problem (and I can’t see why we should be the only users affected, I am sure that other RT installations must be processing emails from MS Office Outlook clients!), I have solved the issue for out particular case.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>If this is a real problem it would be nice to have the fix in a future release of RT, so should I report it as a bug?<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>In the end I incorporated the solution into RescueOutlook as follows:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'>sub RescueOutlook {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $self = shift;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $mime = $self->Entity();<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> return unless $mime && $self->LooksLikeMSEmail($mime);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $text_part;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $html_part;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $retval = 0;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $tmp = $mime->head->get('Content-Type');<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("Header content type $tmp");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $mime->head->get('Content-Type') =~ m{multipart/related} ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("processing multipart/related");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $first = $mime->parts(0);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $tmp = $first->head->get('Content-Type');<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug($tmp);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $first->head->get('Content-Type') =~ m{multipart/alternative} )<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("processing related/alternative");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $inner_first = $first->parts(0);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $inner_first->head->get('Content-Type') =~ m{text/plain} )<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("releated/alternative/plain");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $text_part = $inner_first;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $inner_first = $first->parts(1);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $inner_first->head->get('Content-Type') =~ m{text/html} )<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("releated/alternative/html");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $html_part = $inner_first;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> elsif ( $mime->head->get('Content-Type') =~ m{multipart/mixed} ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("processing multipart/mixed");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $first = $mime->parts(0);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $first->head->get('Content-Type') =~ m{multipart/alternative} )<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("processing multipart/alternative");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $inner_first = $first->parts(0);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $inner_first->head->get('Content-Type') =~ m{text/plain} )<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("mixex/alternative/plain");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $text_part = $inner_first;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $inner_first = $first->parts(1);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $inner_first->head->get('Content-Type') =~ m{text/html} )<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("multipart/alternative/html");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $html_part = $inner_first;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> elsif ( $mime->head->get('Content-Type') =~ m{multipart/alternative} ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $first = $mime->parts(0);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $first->head->get('Content-Type') =~ m{text/plain} ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("alternative/plain");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $text_part = $first;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $first = $mime->parts(1);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $first->head->get('Content-Type') =~ m{text/html} )<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("alternative/html");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $html_part = $first;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> # Add base64 since we've seen examples of double newlines with<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> # this type too. Need an example of a multi-part base64 to<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> # handle that permutation if it exists.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> elsif ( $mime->head->get('Content-Transfer-Encoding') =~ m{base64} ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $text_part = $mime; # Assuming single part, already decoded.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ($text_part) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> # use the unencoded string<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $content = $text_part->bodyhandle->as_string;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $content =~ s/\n\n/\n/g ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> # Outlook puts a space on extra newlines, remove it<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $content =~ s/\ +$//mg;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> # only write only if we did change the content<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( my $io = $text_part->open("w") ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $io->print($content);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $io->close;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug(<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> "Removed extra newlines from MS Outlook message.");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $retval = 1;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> else {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->error("Can't write to body to fix newlines");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> else<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("No text_part to fix newlines");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ($html_part) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> # use the unencoded string<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $html_content = $html_part->bodyhandle->as_string;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( $html_content =~ s/<o:p>/<o:p>\n/g ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> # only write only if we did change the content<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ( my $io = $html_part->open("w") ) {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $io->print($html_content);<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $io->close;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug(<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> "Added linebreaks to Outlook message.");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $retval = 1;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> else {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->error("Can't write to html body to add linebreaks");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> else<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("No html_part to add line breaks");<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> return $retval;<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'>}<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>Regards<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>Kevin<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Kevin Curtis<br><b>Sent:</b> 30 May 2014 17:18<br><b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> Re: [rt-users] Problems with ! in html format emails<o:p></o:p></span></p></div></div><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>Hi,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'> I am sorry I just noticed that this question didn’t have a proper Subject, which I have now added.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>Regards<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>Kevin Curtis<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'>FarSite Communications<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> rt-users [<a href="mailto:rt-users-bounces@lists.bestpractical.com">mailto:rt-users-bounces@lists.bestpractical.com</a>] <b>On Behalf Of </b>Kevin Curtis<br><b>Sent:</b> 29 May 2014 15:05<br><b>To:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br><b>Subject:</b> [rt-users] (no subject)<o:p></o:p></span></p></div></div><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>Hi,<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB> I have searched hard for the answer to this one, but haven’t seen it yet, maybe someone can point me in the right direction.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>We have RT version 4.2.1 installed on Ubuntu 12.04. The main mailbox is on a Windows Exchange server, and we use fetchmail to get the mail every minute or so. Mail sent by RT goes through sendmail.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>We use RT as a Ticket handling tool for customer problems. Our inhouse support staff use Office Outlook version 12. The email client composes html formatted email.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>The problem that I have spent the last week trying to solve is that the emails sent out have an exclamation marks “!” inserted into them at various places.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>Now I have tracked down that the sendmail tool is doing this because some of the lines are longer than the maximum line length supported by SMTP (990 characters).<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>And I have also tracked down that the Office Outlook email client is creating the long lines when html is chosen as the message format. (It doesn’t appear to be a problem with rtf or plain text).<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>I know the problem isn’t in RT itself, but our configuration must so typical of many RT installations that I can’t believe that we are the first to see this problem, and that there isn’t a solution already out there somewhere. If someone knows what it is then I’d be pleased to hear it.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>I am not an expert in any of the component parts (fetchmail, sendmail or RT), but it seemed to me the best place to try and solve the issue was in the fetchmail/mailgate interface. So I have added a new method to EmailParser.pm.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>I have used the RescueOutlook method as a template and I have tried to break lines (using the perl Text::Wrap) but this doesn’t seem to be doing the job. It looks like what I really need to do is process just the text/html section of the email and be a bit more intelligent about where the line breaks are placed. At the moment it’s just if the line is greater than 132 characters. <o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>It’s been quite a steep learning curve this week! And it looks like it will take me a long time to get this fixed using the method I have chosen. I hope that there is already a fix.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>Thanks in Advance<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>Kevin Curtis<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB>Farsite Communications.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p></div>
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