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</o:shapelayout></xml><![endif]--></head><body lang=EN-GB link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='color:#1F497D'>Hi Jason,<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'> Thanks for the response. The “!” characters are being inserted (with a space as well) by sendmail. Is that the MTA that you are using?<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'>I kind of agree that that it could be a configuration issue somewhere, but the “where” is difficult to track down. Everything looks ok.<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'>We have two other problems that I haven’t seen any reference to either in the mailing list:<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='color:#1F497D'><span style='mso-list:Ignore'>1)<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='color:#1F497D'>Inline images not displayed in emails sent out by rt, because they had been converted to text<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-18.0pt;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='color:#1F497D'><span style='mso-list:Ignore'>2)<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='color:#1F497D'>Not being able to make an attachment when replying to correspondence through the GUI<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'>All of these things are pretty noticeable, so it must be something unique with our installation.<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'>It has been quite a frustrating few weeks.<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><p class=MsoNormal><span style='color:#1F497D'>Regards<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'>Kevin<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 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Hubbard, Jason [mailto:Jason.Hubbard@circles.com] <br><b>Sent:</b> 04 June 2014 19:38<br><b>To:</b> Kevin Curtis; 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-US 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 lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-US style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US 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> Wednesday, June 04, 2014 11:54 AM<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-US><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>Hi,<o:p></o:p></span></p><p class=MsoNormal><span 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 style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span 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 style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>In the end I incorporated the solution into RescueOutlook as follows:<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'>sub RescueOutlook {<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $self = shift;<o:p></o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $text_part;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $html_part;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> my $retval = 0;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span 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 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 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 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span 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 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span 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 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 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span 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 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span 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 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 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $text_part = $first;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $html_part = $first;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span 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 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 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $text_part = $mime; # Assuming single part, already decoded.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ($text_part) {<o:p></o:p></span></p><p class=MsoNormal><span 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 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $content =~ s/\ +$//mg;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $io->print($content);<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $io->close;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug(<o:p></o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $retval = 1;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> else {<o:p></o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> else<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug("No text_part to fix newlines");<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> if ($html_part) {<o:p></o:p></span></p><p class=MsoNormal><span 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 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 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 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 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 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $io->close;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $RT::Logger->debug(<o:p></o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> $retval = 1;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> else {<o:p></o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> else<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> {<o:p></o:p></span></p><p class=MsoNormal><span 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 style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> }<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'> return $retval;<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Courier New";color:#1F497D'>}<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'>Regards<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'>Kevin<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 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US 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><o:p> </o:p></p><p class=MsoNormal><span style='color:#1F497D'>Hi,<o:p></o:p></span></p><p class=MsoNormal><span 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 style='color:#1F497D'><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'>Regards<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'>Kevin Curtis<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>FarSite Communications<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 0cm 0cm 0cm'><p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span lang=EN-US 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><o:p> </o:p></p><p class=MsoNormal>Hi,<o:p></o:p></p><p class=MsoNormal> 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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>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></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Thanks in Advance<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Kevin Curtis<o:p></o:p></p><p class=MsoNormal>Farsite Communications.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><pre><span lang=EN-US>------------------------------------------------------------------------------This message contains information that may be confidential and proprietary. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message immediately.<o:p></o:p></span></pre><pre><span lang=EN-US>==============================================================================<o:p></o:p></span></pre></div></body></html>