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

Tue Jan 8 04:41:31 EST 2008

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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