Windows Permissions Issues - Revisited

[jfreeman2nc]

Randomly in OTRS when a ticket is emailed out the recipient will receive the email formatted in raw HTML code. The email will appear normally in the OTRS system but when it is sent all formatting is lost, this also happens if I split the ticket and put it into another queue in OTRS. The ticket will appear normal before the split, but will appear as HTML source code after the split is performed. Again this appears to occur randomly, I am not seeing any errors in the OTRS log regarding permissions or anything else but this is very frustrating.

On the same note, I am also experiencing random issues where an attachment is not sent to the recipient. Again, there are no errors in the logs but the attachment is not sent. Another issue we are seeing that is extremely frustrating. If this only happened to a recipient on one domain, I would just chalk it up as an issue on the recipients end. However, this just happens randomly to different recipients on different domains.

Any help on this would be greatly appreciated.

[jfreeman2nc]

I did just check the Apache log and am seeing the following errors randomly:

Code: Select all

incomplete redirection target of '/otrs/index.pl' for URI '/' modified to 'http://server/otrs/index.pl'

and also

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File does not exist: C:/Program Files (x86)/OTRS/Apache/htdocs/favicon.ico

and finally

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-e: Error: Can't create C:/PROGRA~2/OTRS/OTRS/var/article/check_permissions_1856: File exists \n[Thu Dec  8 09:14:13 2011] -e: \n[Thu Dec  8 09:14:13 2011] -e:  Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !!!\n

I was seeing the can't create article error in the OTRS log but not anymore. I have seen a few threads on how to fix this error in a Linux environment but not so much in Windows. Should I just allow everyone read/write access to the OTRS file folder on the server?

I think if these errors are corrected then, it may fix all the issues I have been seeing with attachments and HTML formatting.

[jfreeman2nc]

If I run otrs.setpermissions.pl in a Windows environment should that fix this issue, or is this script file only for OTRS instances running in Linux?

Also if I comment out the code in shown in the thread below does this correct the issue? I just can't have emails without attachments or formatting going out like this.

http://forums.otrs.org/viewtopic.php?f= ... ons#p35422

[jfreeman2nc]

I commented out the lines of code in the ArticleStorageFS.pm and am no longer seeing errors in the Apache log, but still am seeing instances where tickets are being sent out from OTRS and the attachment is not being received. Also, randomly the formatting will be completely turned into jibberish where a person can not even read the email or even the attachment will go through like the following:
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I was hoping that there was some fix for this or maybe something I was overlooking but I have even give everyone access to the OTRS folder on the server. Can anyone tell me why the formatting/text/attachments are being converted into the manner above or why attachments are being left out of a reply email altogether even though it is clearly shown that the attachment was adding when looking at the article in OTRS?

[jfreeman2nc]

Investigating this issue further it seems that the tickets are being sent in plain format, no attachments, no formatting. I cannot seem to find any answers to this issue whatsoever, does anyone have any suggestions, ideas, etc?

[jojo]

revert the files back to the original ones. I never heard of a bug like this

[jfreeman2nc]

The problem is that I have never converted these files, they are as they were when fetched from the Exchange server. I do see that there are html files embedded in most of our tickets, I am guessing these contain the HTML formatting. I am not sure why the system stores these as HTML files. Usually in each ticket in our system, the attachments will include the actual attached file along with html files. Is this normal? Perhaps this is the reason the ticket is being sent out with no formatting and no attachment, it is just being stripped off of the email that is sent out?

Is there any Perl script you can recommend that I run, say rebuild ticket, article, etc.?

[jojo]

can you please post the plain text of such an email

[jfreeman2nc]

Below is about as much as I can post, and the contents contains confidential information. But you can see that the system sent the email in a plain text format, no formatting or attachment included whatsoever. Even the Excel document was sent as code.

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X-OriginalArrivalTime: 13 Dec 2011 15:02:14.0653 (UTC)
FILETIME=[32E6C2D0:01CCB9A8]

This is a multi-part message in MIME format...

------------=_1323788531-864-11
Content-Type: multipart/related; boundary="----------=_1323788531-864-10"

This is a multi-part message in MIME format...

------------=_1323788531-864-10
Content-Type: multipart/alternative; boundary="----------=_1323788531-864-9"

This is a multi-part message in MIME format...

------------=_1323788531-864-9
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: quoted-printable

Here is another example:

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------------=_1323788531-864-9
Content-Type: text/html; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: quoted-printable

<html><head><meta http-equiv=3D"Content-Type" content=3D"text/html; charset=
=3Dutf-8"/></head><body style=3D"font-family:Geneva,Helvetica,Arial,sans-se=
rif; font-size: 12px;"><span style=3D"font-size:16px;">I don't know how=
well that data went through on your end - please see attached.<br />

Also note that the ticket was shown as just regular formatting within OTRS, just appears to have been completely stripped as it left the system.

It seems as if there is something completely wrong with our system, I have no idea what to do to resolve this issue. It may be worth noting that this particular ticket has 41 articles within it, could the shear size of the ticket be causing this?

[jfreeman2nc]

If I turned off, PostmasterAutoHTML2Text in SysConfig could this possibly resolve the issue?

[jfreeman2nc]

Does anyone have any suggestions? I actually submitted a bug regarding this issue, and send the support file. I am guessing I am the only person seeing this issue in OTRS?