Some ticket articles will not allow reply

[mikester]

I have 3.13 installed on ubuntu using smtp for outgoing email and some tickets have reached a state whereby I cannot send reply emails via some of the articles. If I select reply from the earlier articles it works fine but the later ones do not work. I get this error:

Oops! An Error occurred.
Error Message: Impossible to send message to: mikester@myemailserver.com, .

And the error details:

Backend ERROR: OTRS-CGI-03 Perl: 5.10.1 OS: linux Time: Wed Jun 13 17:02:10 2012 Message: Impossible to send message to: mikester@myemailserver.com, . Traceback (13618): Module: Kernel::System::Ticket::Article::ArticleSend (v1.309) Line: 2180 Module: Kernel::Modules::AgentTicketCompose::Run (v1.161) Line: 736 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

(I replaced the real email address in the errors above)

Once I reply to an earlier article I can now use that new article for future replys but I have yet to figure out how to fix those articles that simply will not allow replies. I am using smtp b/c I migrated this from windows but the problem existed there too. I will try to convert to Sendmail if that will solve the issue. I have CheckMXRecord and CheckEmailValidAddress both set to 'no' if that matters.

Any help or suggestions would be greatly appreciated!!!

[CSL]

That sounds odd, I haven't seen this error before. If it only happens on certain articles then the first thing that comes to mind is possible charset / character issues, or issues to do with certain email addresses?

Can you find anything in common with the articles that won't send? Any email address that appears in all of them, or any special characters? Does viewing them in plain format reveal anything (such as non-printable chars)?

[mikester]

The text looks fine (no special characters) and some articles that can no longer reply actually worked at least once before. And as far as email addresses, they are the same as the previous ones. I even remove all email addresses and all text in the response and email it to myself and it still does not work. Doing the same thing on a working article works fine.

One thing I did not mention was that the customer actually has multiple email addresses and they are saved for that customer as a comma separated list. Now, obviously, one might point to that as being the issue but so many other tickets and articles work fine that it doesn't make sense to me. And 3.1 handles this well in that the reply pop-up shows each email address in a separate line allowing one to delete them individually.

Think I'm going to switch to Sendmail on my test box and see if that makes a difference.

Anyone know if switching from SMTP to Sendmail is simply as easy as changing it in the SysConfig?

[crythias]

try without the space between comma and next entry. The error message here specifically looks like a bad email address(.com<comma><space>)