[rt-users] Charset error in subject when using Danish letters (æøå / ÆØÅ)

Thu Feb 7 03:51:54 EST 2008

Has anyone had a chance to look at this or anybody experiencing the same problem?

Med venlig hilsen / Best regards

Steen Olesen
Schilling A/S
Baldersbækvej 24-26
DK-2635 Ishøj
Tel: +45 70 27 99 00
Fax: +45 70 27 99 10
Mailto:so at schilling.dk
http://www.schilling.dk

> -----Original Message-----
> From: Steen Olesen
> Sent: Tuesday, January 08, 2008 10:42 AM
> To: Jesse Vincent
> Cc: RT Users
> Subject: RE: [rt-users] Charset error in subject when using Danish
> letters (æøå / ÆØÅ)
>
> Hi Jesse,
>
> It's been quite some time since the last email on this subject :). We
> have been investigating this further and have discovered the following
> - it seems to relate to the templates:
>
> A template example:
> -------------------------------------- SNIP ---------------------------
> ----------
> Subject: Ticket {$Ticket->Subject}(1) was created in ...
>
> Please notice that I created ticket [{$Ticket->id}: {$Ticket-
> >Subject}(2)] ...
> See ticket here: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> -------------------------------------- SNIP ---------------------------
> ----------
>
> Example on bad reply from template:
> -------------------------------------- SNIP ---------------------------
> ----------
> Subject: [xxx.dk #151852] Ticket (BlÃ¥bÃ¦rgrÃ¸d og kÃ¸dpÃ¥lÃ¦g) was
> created in ...
>
> Please notice that I created ticket [151852: Blåbærgrød og kødpålæg]
> ...
> See ticket here: http://xxx.dk:80/Ticket/Display.html?id=151852
> -------------------------------------- SNIP ---------------------------
> ----------
>
> The strange thing is, all the national characters in {$Ticket-
> >Subject}(1) (in the Subject line) is corrupted.
> The second {$Ticket->Subject}(2) is converted just fine.
>
> If we leave out the "Subject: Ticket {$Ticket->Subject}(1) was created
> in ..."-line in the template, the system generated Subject is also
> correct.
>
> Hope this gives you some further information, that can help resolve
> this problem.
>
> PS. We're still on RT3.6.3
>
> Med venlig hilsen / Best regards
>
> Steen Olesen
> Schilling A/S
> Baldersbækvej 24-26
> DK-2635 Ishøj
> Tel: +45 70 27 99 00
> Fax: +45 70 27 99 10
> Mailto:so at schilling.dk
> http://www.schilling.dk
>
>
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of Brian Kjelin Olsen
> > Sent: Wednesday, May 23, 2007 11:24 AM
> > To: Jesse Vincent
> > Cc: RT Users
> > Subject: SV: SV: SV: [rt-users] Charset error in subject when using
> > Danish letters (æøå / ÆØÅ)
> >
> > To summarize: It is only the subject in the _outgoing_ mail from RT
> > that has wrong characters - the mail body looks fine (including
> Nordic
> > national characters).
> > Everything inside RT looks fine and the subject is shown correctly in
> > the webui. Even checked the database tables and they're fine too.
> > So my guess is, that it has to do with the mail-sender (whereever
> that
> > is :))
> >
> > Apache is configured with default charset as UTF-8
> >     AddDefaultCharset UTF-8
> > A bunch of additional charset is added in the httpd.conf
> > including latin1.
> >
> >  In RT_SiteConfig.pm following is set:
> >     @EmailInputEncodings = qw(iso-8859-1 us-ascii utf-8)
> >        unless (@EmailInputEncodings);
> >     Set($EmailOutputEncoding , 'iso-8859-1');
> >
> >  Does this answer your questions?
> >
> > Med venlig hilsen / Best regards
> > Brian Kjelin Olsen
> > Schilling A/S
> >
> > -----Oprindelig meddelelse-----
> > Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
> > Sendt: 18. maj 2007 18:47
> > Til: Brian Kjelin Olsen
> > Cc: RT Users
> > Emne: Re: SV: SV: [rt-users] Charset error in subject when using
> Danish
> > letters (æøå / ÆØÅ)
> >
> >
> > On May 18, 2007, at 2:40 AM, Brian Kjelin Olsen wrote:
> >
> > > No, I haven't heard of any having the same problem with Danish
> > > letters in the subject only.
> >
> > If there are other message headers with Danish characters, do they
> > get similarly mangled? Are the characters typed in as unicode or
> > latin-1? Does it happen only with one mail client or with many? Are
> > there clients it doesn't happen iwth?
> >
> >
> > > Med venlig hilsen / Best regards
> > > Brian Kjelin Olsen
> > > Schilling A/S
> > >
> > > -----Oprindelig meddelelse-----
> > > Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
> > > Sendt: 16. maj 2007 18:35
> > > Til: Brian Kjelin Olsen
> > > Cc: RT Users
> > > Emne: Re: SV: [rt-users] Charset error in subject when using Danish
> > > letters (æøå / ÆØÅ)
> > >
> > >
> > > On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote:
> > >
> > >> Hi Jesse
> > >>
> > >> I'm sorry that this reply was delayed, but several other tasks
> were
> > >> impediment for continuing this issue. Nevertheless, it is still an
> > >> issue we haven't bin able to solve even though several people have
> > >> suggested changes of various settings.
> > >>
> > >> You asked for the Perl and Mime version and about the database and
> > >> webui setup.
> > >> - MimeTools version is: 5.420. The encode version was: 2.01 but is
> > >> upgraded to 2.20
> > >> - Perl version is: v5.8.5 built for i386-linux-thread-multi
> > >> - DB (Oracle) and webui looks alright - no strange conversions...
> > >>
> > >> Everything looks right - except for the subject in e-mails
> returned
> > >> from RT...
> > >> There are no problems with Danish letters in the mail body.
> > >
> > > Has anyone else seen this issue? (Finding commonalities would help
> > > track it down)
> > >
> > >
> > >> Med venlig hilsen / Best regards
> > >> Brian Kjelin Olsen
> > >> Schilling A/S
> > >>
> > >> -----Oprindelig meddelelse-----
> > >> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
> > >> Sendt: 25. april 2007 15:40
> > >> Til: Brian Kjelin Olsen
> > >> Cc: RT Users
> > >> Emne: Re: [rt-users] Charset error in subject when using Danish
> > >> letters (æøå / ÆØÅ)
> > >>
> > >>
> > >> On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote:
> > >>
> > >>> During our correspondence with our customers by mail through the
> RT
> > >>> system, the Danish letters (æøå / ÆØÅ) is getting unreadable when
> > >>> they are placed in the subject.
> > >>> Any ideas would be most welcome.
> > >>>
> > >>> Example:         "Subject: Fwd: [support.schilling.dk #120841]
> > >>> SÃ¿gefunktion pÃ¥ kunde. Ã¿BLEGRÃ¿DÃ¿ - Ã¿blegrÃ¿dÃ¥"
> > >>> Correct subject: "Subject: Fwd: [support.schilling.dk #120841]
> > >>> Søgefunktion på kunde. ÆBLEGRØDÅ - æblegrødå"
> > >>>
> > >>
> > >>
> > >> What Perl version are you running? Are you current on MIME::Tools
> > and
> > >> Encode? Is it right in the database and/or webui?
> > >>
> > >>
> > >
> >
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