Bug#726600: otrs2: Internal server error when replying to email ticket

[Michiel Beijen]

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Hi Niko, Patrick, 

Thanks for all your investigating and research.

11/04/2013 08:54 - Patrick Matthäi wrote:

> Am 03.11.2013 15:04, schrieb Niko Tyni:
> > I'm reassigning this against libmime-tools-perl again - if this is an
> > intentional limitation there, it should at least be documented better.
> > Preferrably, I suppose MIME::Body::InCore should transparently encode
> > Unicode data before making an in-memory file out of it. (This needs to
> > be discussed upstream, of course.)

I'm not sure this is correct. I think it *does* need documentation in MIME::Entity.

> > In this case, OTRS hits it in Kernel::System::Email::Send() when it gets
> > a body containing HTML elements that map onto non-latin characters,
> > for instance ♠ . The $Self->{HTMLUtilsObject}->ToAscii() call
> > around line 288 of Kernel/System/Email.pm then converts the elements into
> > Unicode characters, which are later passed to MIME::Entity->build() as-is.
> >
> > If necessary, OTRS could work around the problem by encoding the string
> > first. It already does for some cases, around line 316 or so:
> >
> >      # body encode if utf8 and base64 is used
> >      if ( $Header{Encoding} =~ /utf(8|-8)/i && $Header{Encoding} =~ /base64/i ) {
> >          $Self->{EncodeObject}->EncodeOutput( \$Param{Body} );
> >      }

These conditions will not be true at the same time, I think.

> > Making this EncodeOutput() call unconditional fixes the crash for me,
> > probably at the cost of some double encoding later. (I don't use OTRS
> > myself so I didn't really test that any further, but it seems too simple
> > minded to be a proper fix.)
> >
> 
> Much thanks for working this out, I have also sent the information to 
> OTRS upstream, so that they also could workaround this problem.

It is related to this change in Perl 5.18:
http://blogs.perl.org/users/tony_cook/2013/02/perl-io-on-scalars.html

I think while it might *seem* too simple it really is the proper fix for OTRS.

it's fixed in rel-3_2:
https://github.com/OTRS/otrs/commit/3200f38e4ece3b73c1d8f98642b0bf30f5e39043

and master:
https://github.com/OTRS/otrs/commit/eda2b2b9a19eeaf513be3d214ab5b680d87c49e3

- --
Mike
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