Osticket: Email notification of new ticket is base64 as text as body of email.

[dchurch24]

So far, the notification by email of new tickets arrives as such:

boundary="=_aaf0944733c21794124a87ce504ea129"
MIME-Version: 1.0
From: "Support" [email protected]
Date: Thu, 21 Nov 2013 11:00:52 +0000
Message-ID: [email protected]
X-Mailer: osTicket Mailer
In-Reply-To: ULwval6NRRrih12I-iHErUEA@7b72e90c10
References: ULwval6NRRrih12I-iHErUEA@7b72e90c10
Return-Path: [email protected]
X-OriginalArrivalTime: 21 Nov 2013 11:01:30.0823 (UTC) FILETIME=[0895F570:01CEE6A9]

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[greezybacon]

I'm sorry, how is this an issue?

[dchurch24]

That is the body of the email, not the header. Users at our site (using Outlook) won't be able to read that.

[greezybacon]

Base64 is a valid encoding for the body, and it is properly labeled with the Content-Transfer-Encoding header. Outlook must be misconfigured

[dchurch24]

Odd. It displayed the email as text with URL links in 1.7.1.4, but shows the Base64 encoded as the body in 1.8.

[dchurch24]

[greezybacon]

Do you have access to the complete, raw email? There should be another body of content-type text/html along with a parent header of content-type: multipart/alternative; boundary='...'. This email starts with the boundary part of the top-level content-type header.

My hunch is that one of the mail transfer agents, perhaps even one written by a Redmond-based company, is corrupting the email. But then again, I don't know why it would be corrupted.

It turns out that we moved away from quoted-printable encoding because of issues from this same email client...

[dchurch24]

I'm sorry, I don't, unless there's a way in Outlook to get this (and I don't know of one).

[dchurch24]

This is the whole of the email (I shortened it for brevity in the earlier post):

There is also a content-type text/html in here.

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MIME-Version: 1.0
From: "Support" [email protected]
Date: Thu, 21 Nov 2013 13:15:50 +0000
Message-ID: [email protected]
X-Mailer: osTicket Mailer
X-Autoreply: yes
X-Auto-Response-Suppress: ALL, AutoReply
Auto-Submitted: auto-replied
Precedence: auto_reply
In-Reply-To: UOuenbOUZwVwzJ7zNRoQz14n@7b72e90c10
References: UOuenbOUZwVwzJ7zNRoQz14n@7b72e90c10
Return-Path: [email protected]
X-OriginalArrivalTime: 21 Nov 2013 13:16:29.0343 (UTC) FILETIME=[E3AE0AF0:01CEE6BB]

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vjLYs5AR3j0Seq638S2PileedN26W3OuWb8rz9FmsJfg/wBsHf7rZZG4/wAAAABJRU5ErkJggg==

--=_664aa44a6b9042184c20282c90069e64--

--=_cb919948d53f09ecdc458e1b1670a6ba--

[greezybacon]

Yeah, what you posted is still corrupted. It should have some more headers above the first line that starts with boundary="..."

[dchurch24]

I have no way of getting to that I'm afraid.

[dchurch24]

If I start a new ticket with a hotmail account, the mail arrives with two attached images (the logos). If I then forward that back to my Outlook account, the images are there as attachments, but there is no text in either.

[greezybacon]

So it looks like something in the Outlook account train is corrupting emails. Any progress on the issue?

[Ramna]

Hi there, I've encountered the same issue. I installed the latest osticket version 1.8. Same as dchurch24 all I get from my outlook account is an empty email with two sizeless images (the logos) with the following source snippet:
...
Content-Type: multipart/alternative;
boundary="=_b37db4f6d8eda8eb39382de0509f2e18"
MIME-Version: 1.0
From: "osTicket Alerts" [email protected]
Date: Wed, 27 Nov 2013 16:24:08 +0100
Message-ID: [email protected]
X-Mailer: osTicket Mailer
X-Autoreply: yes
X-Auto-Response-Suppress: ALL, AutoReply
Auto-Submitted: auto-replied
Precedence: bulk
In-Reply-To: .mOPzfHZOhnPYD79me4.sZKm@b696342518
References: .mOPzfHZOhnPYD79me4.sZKm@b696342518
Return-Path: [email protected]
X-OriginalArrivalTime: 27 Nov 2013 15:24:09.0357 (UTC) FILETIME=[B7E1EBD0:01CEEB84]

--=_b37db4f6d8eda8eb39382de0509f2e18
Content-Transfer-Encoding: base64
Content-Type: text/plain; charset=utf-8

SGkgQWRtaW4sCj09PT09PT09PQogTmV3IHRpY2tldCAjNDUzNTAwIGNyZWF0ZWQgCgoKKy0tLS0t
LS0tLS0tLS0tLS0tKy0tLS0tLS0tLS0tLS0tLS0tLS0tLS0tLS0tKwp8ICpGcm9tKjogICAgICAg
ICB8IGxvIDxhYWxmaWUxQGdtYWlsLmNvbT4gICB8CistLS0tLS0tLS0tLS0tLS0tLSstLS0tLS0t
...

while accounts like tiscali, libero and gmail don't receive any email, as if they were treated as spam and blocked.

I am able to see the email body content only if I disable "Enable HTML Ticket Thread:" (Setting > Ticket > Enable rich text in ticket thread and autoresponse emails).

Hope someboby can help me figure out how to work this out.
Thanks ;)

[greezybacon]

There's always the option to use a better mail infrastructure and client ...

[dchurch24]

I do receive them, formatted correctly, if it gets sent to my GMail account.

There's always the option to use a better mail infrastructure and client ...

Ha. I wish that was an option. With 600 plants and over 9000 employees, I think this might take some time (plus, I don't have any say in the matter with regards to mail server/OS stuff sadly - if I did, then I wouldn't even be using Windows).

[dchurch24]

There's always the option to use a better mail infrastructure and client ...

Does that means that this won't be addressed? This would be a shame, as so far this is the only ticketing system that seems to suit our needs; this issue would render it unusable for many, many people. A LOT of companies use Outlook.

It's a bit like that old 'Doctor' joke: "Doctor, it hurts when I do this....", "Then don't do it then!"

I'll have a stab at fixing it.

(could you point me at the php file that uses the 'mail' method in the class.email.php?)

[Ramna]

Hi guys! Glad I am not the only one struggling with this bit of issue ;)
Even if I go for the easiest way just to make it work for the while by sending the email notification as plain text I am having trouble stripping the html tags from the content in the body of the email. I have been trying the posted suggestions here and there such as https://github.com/osTicket/osTicket-1.8/pull/29/files (by the way, thanks, greezybacon, for all your work) changing the html2text.php (the other two files class.mailfetch.php and class.mailparse.php where already set) but so far no luck.
well, ..just keep trying... sooner or later...

[dchurch24]

I've had to uninstall it - I was just making it worse. I went back and installed 1.7.3 and now I don't get any emails.

I'd be happy with sending emails as simple plain text...I can get them to the point where they are sent in "unrendered" html.

[protich]

The issue here is how your mail server handles (decodes) base64 encoded emails.

Try revering this commit 324b6fb75c9 by changing text_encoding back to quoted-printable and report the results.

[Ramna]

Well.. thanks, protich for your help.
Here is the source outcome when changing text-encoding back to quoted-printable in class.mailer.php:
...
Subject: New Ticket Alert
X-PHP-Originating-Script: 10001:mail.php
Content-Transfer-Encoding: quoted-printable
Content-Type: text/plain; charset=utf-8
MIME-Version: 1.0
From: "osTicket Alerts" [email protected]
Date: Thu, 28 Nov 2013 15:53:59 +0100
Message-ID: zRpEc2igl.[email protected]
X-Mailer: osTicket Mailer
X-Autoreply: yes
X-Auto-Response-Suppress: ALL, AutoReply
Auto-Submitted: auto-replied
Precedence: bulk
In-Reply-To: KIDHaKGS8KaVMOVhb9hswRKm@b696342518
References: KIDHaKGS8KaVMOVhb9hswRKm@b696342518
Return-Path: [email protected]
X-OriginalArrivalTime: 28 Nov 2013 14:54:01.0130 (UTC) FILETIME=[AC8220A0:01CEEC49]

<h2>Hi Admin,</h2> New ticket #576010 created <br /> <br /> <table> <tbody>=
<tr> <td> <strong>From</strong>: </td> <td> lo <xxx@hotmail=
=2Ecom> </td> </tr> <tr> <td> <strong>Department</strong>: </td> <td> xx=
xxx </td> </tr> </tbody> </table> <br /> <pre>prova ticket</pre> <=
br /> <br /> <hr /> <div>To view or respond to the ticket, please <a href=
=3D"http://xx.xxx.xxx.xxx/osticket/scp/tickets.php?id=3D88">login</a> to th=
e support ticket system</div> <em style=3D"font-size: small">Your friendly =
Customer Support System</em> <br /> <a href=3D"http://osticket.com/"><img w=
idth=3D"126" height=3D"19" style=3D"width: 126px" alt=3D"Powered By osTicke=
t" src=3D"cid:b56944cb4722cc5cda9d1e23a3ea7fbc" /></a>

Same if I change the html-encoding to quoted-printable and enable the html ticket thread I get this source:
...
Subject: New Ticket Alert
X-PHP-Originating-Script: 10001:mail.php
Content-Type: multipart/alternative;
boundary="=_c0426db9cea789946894e6c363938dd9"
MIME-Version: 1.0
From: "osTicket Alerts" [email protected]
Date: Thu, 28 Nov 2013 16:02:59 +0100
Message-ID: [email protected]
X-Mailer: osTicket Mailer
X-Autoreply: yes
X-Auto-Response-Suppress: ALL, AutoReply
Auto-Submitted: auto-replied
Precedence: bulk
In-Reply-To: diakuGp4l9ZDR8tWrc5Ui4jB@b696342518
References: diakuGp4l9ZDR8tWrc5Ui4jB@b696342518
Return-Path: [email protected]
X-OriginalArrivalTime: 28 Nov 2013 15:03:00.0366 (UTC) FILETIME=[EDEB02E0:01CEEC4A]

--=_c0426db9cea789946894e6c363938dd9
Content-Transfer-Encoding: quoted-printable
Content-Type: text/plain; charset=utf-8

Hi Admin,
=3D=3D=3D=3D=3D=3D=3D=3D=3D
New ticket #778392 created=20

+-----------------+------------------------------------+
| _From_: | lo [email protected] |
+-----------------+------------------------------------+
| _Department_: | xxx |
+-----------------+------------------------------------+

ticket test

To view or respond to the ticket, please [login] to the support ticket syst=
em Your
friendly Customer Support System=20
[image:Powered By osTicket]

---

[login] http://xx.xxx.xxx.xxx/osticket/scp/tickets.php?id=3D91
--=_c0426db9cea789946894e6c363938dd9
Content-Type: multipart/related;
boundary="=_f46cfbeb0fcafecfdb6d1718691d3188"

--=_f46cfbeb0fcafecfdb6d1718691d3188
Content-Transfer-Encoding: quoted-printable
Content-Type: text/html; charset=utf-8

<h2>Hi Admin,</h2> New ticket #778392 created <br /> <br /> <table> <tbody>=
<tr> <td> <strong>From</strong>: </td> <td> lo <xxx@hotmail=
=2Ecom> </td> </tr> <tr> <td> <strong>Department</strong>: </td> <td> xx=
xxx </td> </tr> </tbody> </table> <br /> prova ticket<br /> <br />=
<br /> <hr /> <div>To view or respond to the ticket, please <a href=3D"htt=
p://xx.xxx.xxx.xxx/osticket/scp/tickets.php?id=3D91">login</a> to the suppo=
rt ticket system</div> <em style=3D"font-size: small">Your friendly Custome=
r Support System</em> <br /> <a href=3D"http://osticket.com/"><img width=3D=
"126" height=3D"19" style=3D"width: 126px" alt=3D"Powered By osTicket" src=
=3D"cid:b56944cb4722cc5cda9d1e23a3ea7fbc@42b696342518" /></a>
--=_f46cfbeb0fcafecfdb6d1718691d3188
Content-Transfer-Encoding: base64
Content-ID: b56944cb4722cc5cda9d1e23a3ea7fbc@42b696342518
Content-Type: image/png;
name=powered-by-osticket.png
Content-Disposition: inline;
filename=powered-by-osticket.png;
size=5128

iVBORw0KGgoAAAANSUhEUgAAAO8AAAAkCAYAAABhX23OAAAABHNCSVQICAgIfAhkiAAAAAlwSFlz
AAAHYQAAB2EBlcO4tgAAABl0RVh0U29mdHdhcmUAd3d3Lmlua3NjYXBlLm9yZ5vuPBoAABOFSURB
VHic7Zx5fFXVtce/69whA0kAgRASJplEEetstc62Sh2rFp+tWsfSoqW19lmH9j2spX2+Dmqdi0qd

...

But the email body in this case yet does not show any content ...

[protich]

@Ramna - I honestly have no idea why and how the emails are getting corrupted. We follow standard encoding.

• Are you using SMTP or default server MTA for outgoing emails?
• Did previous osTicket install work just fine? If so - what version did the issue start showing up?
• Care to share the mail server and client you're using?

[Ramna]

Here it is:

• Using the default Outgoing Email PHP mail function - Default server MTA
• Actually this is my first time. I just started my journey with the latest osTicket v1.8.0-rc2 and soon encountered this issue
• Mail server: QMail

[Ramna]

By testing the Outgoing email from the diagnostic page, here is the whole email source i get:

x-store-info:7YsnRco0gQJ3EyekdHv0zgpxljZUE8IwsG+hZx6OUUOZD13OOPSxj3+Qer/7nlMbOdFz1Iqi9UCz2OwPujfKvFO9Gyck8LRwO4K3Q8FYbh9QK2T1ASlK49J9TJuIyGe7Q/eQhXepmd0=
Authentication-Results: hotmail.com; spf=none (sender IP is xx.xxx.xxx.xxx) smtp.[email protected]; dkim=none header.d=xxx.it; x-hmca=none header.[email protected]
X-SID-PRA: [email protected]
X-AUTH-Result: NONE
X-SID-Result: NONE
X-Message-Status: n:n
X-Message-Delivery: Vj0xLjE7dXM9MDtsPTA7YT0wO0Q9MTtHRD0yO1NDTD0w
X-Message-Info: NhFq/7gR1vTmlk0haP875RjjXw23BQyKDma8bqrosHBiXWTAD4SqR62H16Z5ervDZAzX6JeIpkxOGcazUPaUlVWTagMZtMZP08OwWvybo6Qf5Y5mkyfJ501iT09qDn2FEfDy/eXxP1QPgjLB1T989xwcEmQTv0k5DAQiaIcb1BE8WATwGphYum4dWG5KnZocM4kwqSAt9MRNJQSaG4n8M/CUY3rZFd5w
Received: from servervirtuale.aruba ([xx.xxx.xxx.xxx]) by BAY0-MC2-F33.Bay0.hotmail.com with Microsoft SMTPSVC(6.0.3790.4900);
Thu, 28 Nov 2013 08:37:10 -0800
Received: (qmail 6669 invoked by uid 10001); 28 Nov 2013 17:37:09 +0100
To: [email protected]
Subject: osTicket test email
X-PHP-Originating-Script: 10001:mail.php
Content-Type: multipart/alternative;
boundary="=_7722c0218cfa5f210a7a8e10cca99efb"
MIME-Version: 1.0
From: "osTicket Alerts" [email protected]
Date: Thu, 28 Nov 2013 17:37:09 +0100
Message-ID: [email protected]
X-Mailer: osTicket Mailer
Return-Path: [email protected]
X-OriginalArrivalTime: 28 Nov 2013 16:37:10.0510 (UTC) FILETIME=[15AA90E0:01CEEC58]

--=_7722c0218cfa5f210a7a8e10cca99efb
Content-Transfer-Encoding: base64
Content-Type: text/plain; charset=utf-8

ZGlhZ25vc2k=
--=_7722c0218cfa5f210a7a8e10cca99efb
Content-Transfer-Encoding: base64
Content-Type: text/html; charset=utf-8

ZGlhZ25vc2k=
--=_7722c0218cfa5f210a7a8e10cca99efb--

[protich]

Can you please send a test mail to peter@ osticket.com and include your email -- so I can send you a test mail from our osTicket installation for comparison purposes.

[Ramna]

By setting and using SMTP the email is correctly received and displayed in html format. Here's the email source:

x-store-info:J++/JTCzmObr++wNraA4Pa4f5Xd6uensxNRGNyaWNydIEuf6/sm/Sjnc/PmBVg90R+wVeJuoEG2mG6Ho3tnovcPN6Z41BBb2qB2FWgcUp0m8J+7bdtJSNKeWbjktEDoSreEDMinOy4U=
Authentication-Results: hotmail.com; spf=temperror (sender IP is xx.xxx.xxx.xxx) smtp.[email protected]; dkim=none header.d=onlinefacile.it; x-hmca=none header.[email protected]
X-SID-PRA: [email protected]
X-AUTH-Result: NONE
X-SID-Result: NONE
X-Message-Status: n:n
X-Message-Delivery: Vj0xLjE7dXM9MDtsPTE7YT0xO0Q9MTtHRD0xO1NDTD0w
X-Message-Info: NhFq/7gR1vRIHeNVDjBNWAhBQ7BeyRMUKjYWUJDuCurgqhRRcwJv03Mk9EgsAq3Ktf+/uN99ORbjWHmTNPM9FT4bRy46mnhsQRzi7U0jNda1/EqP9TCg3i0bX/t3ByACSDzzTFK8RgskpxjxDXJTBIdHSG9T/l4B7yoLqNGQ7XCsAkkKQVqvfiO5FVx+8dw2OktQk8D54sGZakTGcg7wbvbJ+52oTRIP
Received: from smtpdg96.aruba.it ([xx.xxx.xxx.xxx]) by COL0-MC1-F11.Col0.hotmail.com with Microsoft SMTPSVC(6.0.3790.4900);
Thu, 28 Nov 2013 09:35:55 -0800
Received: from localhost ([xx.xxx.xxx.xxx])
by smtpcmd05.ad.aruba.it with bizsmtp
id v5bu1m00d2YP0af015bu09; Thu, 28 Nov 2013 18:35:54 +0100
Content-Type: multipart/alternative;
boundary="=_db6dd870989f05fce06a5ac5e63609cc"
MIME-Version: 1.0
From: "CWM" [email protected]
To: [email protected]
Subject: osTicket test email
Date: Thu, 28 Nov 2013 18:35:54 +0100
Message-ID: [email protected]
X-Mailer: osTicket Mailer
Return-Path: [email protected]
X-OriginalArrivalTime: 28 Nov 2013 17:35:55.0227 (UTC) FILETIME=[4A8FB2B0:01CEEC60]

--=_db6dd870989f05fce06a5ac5e63609cc
Content-Transfer-Encoding: base64
Content-Type: text/plain; charset=utf-8

dGlja2V0IHRlc3Q=
--=_db6dd870989f05fce06a5ac5e63609cc
Content-Transfer-Encoding: base64
Content-Type: text/html; charset=utf-8

dGlja2V0IHRlc3Q8YnIgLz4=
--=_db6dd870989f05fce06a5ac5e63609cc--

[greezybacon]

Could you try and set the header encoding to base64 in class.mailer.php, line 190 or so, like this

        //Desired encodings...
        $encodings=array(
                'head_encoding' => 'base64',
                'text_encoding' => 'base64',
                'html_encoding' => 'base64',
                'html_charset'  => 'utf-8',
                'text_charset'  => 'utf-8',
                'head_charset'  => 'utf-8'
                );  

And see if that changes anything?

[verwilst]

I changed $encodings like you requested, does not change anything, mails are still base64 for outlook users.

[AlexeyDemidov]

We had the same issue with Outlook unable to decode mails properly and showing either blank email body or base64 encoding as is. I had fixed it by following solution from this bug-report for Mail_mime PEAR package and modifying include/class.mailer.php line 140 to $mime = new Mail_mime("\n");

[greezybacon]

So, I read through the bug report and resolution, but I'm left feeling empty: should the \n fix apply to all platforms or only Windoze?

[greezybacon]

Could anyone confirm or deny if the patch is #442 addresses the issue?

[AlexeyDemidov]

Well, I'm running my osTicket installation under Debian squeeze. I have no idea why Mail_mime needs this tweaking or how this fixes issue with Outlook mail client.

[Sime208]

greezybacon, #442 did NOT fix it for me.
I previously thought it had, but the file on my webserver was still the one with a hardcoded "n" added as suggested by AlexeyDemidov.
There seems to be a prob with 442 - it's checking the host OS that PHP is running on, but that might not be relevant (My web server environment is LAMP, I'm using PHP mail to send out, and OL2013 as mail client.. And using the "n" fixes this display problem!)

[greezybacon]

@Sime208, is the next hop mail server from your LAMP system Windoze based?

[Sime208]

@greezybacon, in that case yes MS Exchange. I can do submission to a local mailbox on the PHP/osTicket box, then collected by OL2013 and/or a linux based mail client if you want further testing?

[dougeth]

I had the exact same problem as describe by others on version 1.8. I was able to resolve the problem by switching from the default PHP Mail to SMTP.

Simply got to "Emails", select the email address you are using for outbound messages, enable SMTP and input the appropriate credentials (username, password, host, port, etc, etc).

This is actually what osTicket recommends you do anyway to avoid false spam identification. I'm not sure what it is about the PHP delivery that causing the problem, but it must be localized there because SMTP works. I think the message construction may not be correct or not include the MIME which sometimes can throw things off. For example:

MIME-Version: 1.0
Content-Type: text/plain;
charset="utf-8"
Content-Transfer-Encoding: base64

But I'm not sure about this and haven't investigated it further. That's just a guess so don't throw daggers at me ;P.

I also noticed that the problem seems to exist for receiving domains that are not hosted on major platforms. So aol, hotmail, yahoo are all fine. Gmail works too including customized domains that use gmail as the mail provider. But domains that are hosted with a web hosting provider using cPanel as the manager for mail (for example) have problems.

Hope this helps!

[greezybacon]

Is anyone here using the Suhosin patch for php?

[AlexeyDemidov]

This problem is still present in v1.8.1.2, I had to reapply my fix manually. My installation uses php5-suhosin 0.9.32.1-1.

[greezybacon]

Can anyone verify if the patch in #442 fixes the issue? I added another case for Suhosin

[hrafnkell]

Does not work for me. I have a lot of customers getting empty or garbled (base64 encoded) email from osticket recently. I'm running 1.8 git. This has been a problem since I updated to 1.8 from 1.7.x

[greezybacon]

@hrafnkell what doesn't work for you? Did you try the patch? Are you running Suhosin or running on Windows?

[hrafnkell]

I didn't patch anything manually, I just assumed the patch was in the branch I'm on. I'm running Suhosin v0.9.32.1 on debian. I also just realized I'm probably commenting on the wrong issue. My issue is that customers get base64 encoded replies and their email client doesn't decode it. Some just get an empty email.

I apologize if this is the incorrect place to comment and will move the discussion elsewhere if there is a more suitable place for it.

[greezybacon]

This is the correct place. No one has confirmed or denied if the patch in #442 fixes the issue (which is related to Suhosin, and base64 emails is a symptom of the issue). I would be greatly pleased if you could test it.

If you are unable to apply the patch, you can download class.mailer.php from the patch and replace it in your installation

[hrafnkell]

I manually applied the patch to my class.mailer.php on line 151 and sent replies to a couple of customers that were having troubles with emails. Will report back once I hear back from them.

[hrafnkell]

This seems to have fixed the problem, at least for my 2 test cases.

[x5150]

I am running OS Ticket version 1.9 and had the blank body message issue as well.
I recently upgraded from 1.8.

Server Information
osTicket Version v1.9.0 (d5b9d83)
Server Software Apache/2.2.15 (CentOS)
PHP Version 5.3.3
MySQL Version 5.1.73

As discussed here, this fixed the blank message issue for me,

include/class.mailer.php line 140 to $mime = new Mail_mime("n");

[greezybacon]

@x5150, did you try the patch in #442?

[x5150]

@greezybacon , #442 did not work, got blank message body again.

[RandomInsano]

I'd like to add that it doesn't seem to be a problem just in clients, but likely any MS MTA.

We run osTicket on OpenBSD with PHP hardened with Suhosin, and the first few clients we had with problems were using Mac Mail. One was OS X 1.8, the other 1.9.

Our Outlook 2010 clients read the e-mails just fine.

Testing that patch is going to be really tricky since nothing local (including my own Mac Mail) could reproduce the problem, and I don't want to run the risk of people not getting responses (it was quite the mess before).

As others have said, switching to SMTP fixed the problem.

[greezybacon]

I just wanna point out that the difference between using SMTP and using the PHP mail function is simple: with SMTP, we connect to an SMTP server directly and deliver the message; with the mail function, the message is delivered using the sendmail program on *nix and via a PHP-initiated SMTP connection on Windows.

From what I can tell reading the SMTP code in include/pear/Mail/smtp.php, the body is sent to the SMTP server as it was generated by osTicket — that is, it isn't interpreted or modified before it is sent to the SMTP server. That means that the exact same message is delivered to either an SMTP server or the PHP mail() function.

So I believe that either some sendmail programs are mucking up the message we are delivering, of various "security" tools (such as Suhosin) are mucking with the line endings.

What I'm saying is this: if delivering the message via the PHP mail() function creates varying results for mail clients such as Outlook and Mac Mail, then I'm looking in the wrong place and need to learn more about how mail delivery works. At the point, it is my understanding that the POP/IMAP server dictates which part of the mail is the headers and which part is the body. Therefore, the client should not be mis-interpreting the body as blank, containing the headers, etc.

[klemensz]

I could reproduce the issue with an Outlook.com webmail address and the PHP mail() settings. After switching to SMTP it works.
Btw. concerning usability, I think the mail settings is a bit too "hidden". There could maybe be a hint in the "Outgoing Email" section of Settings > Email.

[greezybacon]

Btw. concerning usability, I think the mail settings is a bit too "hidden". There could maybe be a hint in the "Outgoing Email" section of Settings > Email.

What hint?

[AlexeyDemidov]

I updated to 1.9.2 and #442 didn't work too. We don't have Suhosin on our servers. Our sendmail binary is from qmail.

At the point, it is my understanding that the POP/IMAP server dictates which part of the mail is the headers and which part is the body. Therefore, the client should not be mis-interpreting the body as blank, containing the headers, etc.

This is incorrect assumption. Which part is the body and which is the headers decides MUA (email client). POP3 protocol doesn't support retrieving message headers or body separately.

[greezybacon]

@AlexeyDemidov at this point I would recommend using an SMTP server. That seems to fix the issue for most folks.

[greezybacon]

Can anyone with this issue remaining benefit from #1248?

[PenziSu]

Hi All

I got the same issue that "The blank message body" by Exchange SMTP Server.

environment:
CentOS-6.6
PHP-5.3.3
osTicket-1.9.4

I am trying to two way resolved issue:

1. include/class.mailer.php line 140 to $mime = new Mail_mime("n");
   =>Good and Work!!
2. I had download and replace the class.mailer.php into include folder.
   =>I got the error message below, But, still worked!!
   PHP Warning: constant(): Couldn't find constant SUHOSIN_PATCH in /var/www/html/helpdesk/include/class.mailer.php on line 125

[greezybacon]

@PenziSu you should be able to use the new MAIL_EOL setting in the config file to permanently set the end-of-line to "n"

[PenziSu]

@greezybacon It is Worked!! Thank you for advise :)

[OleAlbers]

I installed osTickets a few days ago and had exactly the same issue. #442 was correct (sort of) but the line number does not fit to the current osTicket - version anymore.

So my suggestion (which does mainly the same as mentioned in #442)

search for $mime = new Mail_mime($eol); and insert $eol="n" before it so it looks like this afterwards:

$eol = "n";
$mime = new Mail_mime($eol);

[greezybacon]

@heinztomato please use the new MAIL_EOL setting definable in the ost-config.php file since v1.9.3 or so.

[shoan]

I am having a similar problem with 2 osticket installations that email each other. I have set define(MAIL_EOL,"\n"); in ost-config.php in both the installations. But yet, the processed emails result in tickets with no body/thread content when the email originates from the other installation.

One installation is v1.9.7 and the other is v1.9.12

[greezybacon]

no body/thread content when the email originates from the other installation.

You will need to configure differing reply separator tags for each setup. Neither should contain the characters of the other.