Hello,
we are experiencing this issue after upgrading to osTicket v1.16.1:

When collaborators (CC: ) are present in reply, email sent by OSTicket is malformed.

Here is an example:

All text in yellow square is considered by email clients under CC: key word; remaing part of message becomes a garbled body.

Anyone has encountered the same issue?

Please note that the issue does not happen in no collaborators (CC: ) are present in the reply.

Maybe it is just that CC: header should happen BEFORE Subject: header?

Thank You for your support,
Carlo

    informasrl

    First, make sure you are using PHP 8.0 for the site and for the command line (if you are running a cron job). Also make sure all required extensions are installed/enabled for your PHP 8.0 installation. If you've confirmed all of that then please apply the following patches and retest:

    Cheers.

      Hello KevinTheJedi and thank you for your reply.

      I checked php extensions on my site (I'm using a cloud hosted solution with CPanel) and I believe they are ok:

      I did a new installation from scratch (using Installatron) and I have the same issue. I manually created a ticket, added a collaborator and after saving, message sent to the user is garbled (the collaborator receives nothing).

      You can see from the following image how the message looks in the user's email client:

      I understand that I should apply the patches, but I never did that before, so I'm investigating how to do that; I should have access to the box via ssh, so it should be possibile.

      It would be nice that a new OSTicket release (1.16.2?) be released in the following days so I can use Installatron for upgrading.

      In the meantime - as a workaround - we are removing collaborators from tickets in order to reply to users.

      Have a nice day,
      Carlo

        Hello!
        I applied patches #6089 and #6107 to a fresh installation and nothing changed. The issue with the incorrect CC: header sequence persisted.

        As in current state we have big issues with the production ticketing system if collaborators are removed from tickets I found a workaround by editing class.mailer.php so that collaborators are added with To: header instead of Cc:

        What I actually did was changing the calls to the function addCcinto addTo in // Add recipients bloc:

        ...
 // Add recipients
        if (!is_array($recipients) && (!$recipients instanceof MailingList))
            $recipients =  array($recipients);
        foreach ($recipients as $recipient) {
            if ($recipient instanceof ClientSession)
                $recipient = $recipient->getSessionUser();
switch (true) {
                case $recipient instanceof EmailRecipient:
                    $addr = sprintf('"%s" <%s>',
                            $recipient->getName(),
                            $recipient->getEmail());
                    switch ($recipient->getType()) {
                        case 'to':
                            $mime->addTo($addr);
                            break;
                        case 'cc':
                            //workaround to incorrect header sequence: addCc -> addTo
                            //$mime->addCc($addr);
                            $mime->addTo($addr);
                            break;
                        case 'bcc':
                            $mime->addBcc($addr);
                            break;
                    }
                    break;
                case $recipient instanceof TicketOwner:
                case $recipient instanceof Staff:
                    $mime->addTo(sprintf('"%s" <%s>',
                                $recipient->getName(),
                                $recipient->getEmail()));
                    break;
                case $recipient instanceof Collaborator:
                     //workaround to incorrect header sequence: addCc -> addTo
                    //$mime->addCc(sprintf('"%s" <%s>',
                    $mime->addTo(sprintf('"%s" <%s>',
                                $recipient->getName(),
                                $recipient->getEmail()));
                    break;
                case $recipient instanceof EmailAddress:
                    $mime->addTo($recipient->getAddress());
                    break;
                default:
                    // Assuming email address.
                    $mime->addTo($recipient);
            }
...

        Hope that issue will be fixed in next release (I really don't believe it is just me).

        Thank You to all people that work or collaborate on the OSTicket project; the product is really a good one.

        Have a nice day,
        Carlo

        informasrl I did a new installation from scratch (using Installatron)

        You might want to try installing yourself to rule out the 3rd party installer thing as being the problem.

          I'm having this same issue - our OSTicket setup was not done via a 3rd-party installer. It ran fine for many years with upgrades via FTP - I updated the site to run PHP 8 before the most recent update and this started happening afterwards.

          I'll look at installing the patches and report back - same thing though; the original ticket creator gets garbled text in our reply, and the cced person's email is malformed so they don't get a response at all.

          I can't seem to find any documentation on the required PHP extensions for running the latest version of the software - can anyone point me to a list? Thanks.

          I'm not aware of any changes in PHP extensions in a very long time.

          If that's the case it's probably safe to say it's not an extension issue. I don't have the capacity to install the other patches via Git at this point but they don't look like they're really relevant anyway.

          I did find that if we removed the cced collaborator from the ticket, then we could respond to the ticket and the ticket's creator would get a non-mangled reply.

          18 days later

          The software update did not help - having a collaborator on the ticket resulted in a malformed response sent to the person who submitted the ticket, and the cced person got no reply at all.

          With thanks to informasrl - the workaround above seems to have done the job.

            @aloeroot @informasrl

            I cannot replicate this issue. I just tested using v1.16.2 and PHP 8.0. When I have collaborators on a ticket and I reply as an agent both the user and collaborator get valid emails.

            Cheers.

            @ordonezgs

            What are the exact steps to replicate the issue? What PHP extensions do you have installed and enabled? What do the user and collaborator names look like? What do their emails look like? How many collaborators are on the ticket? Is your Contact Information Form > Email Address field the default or was it changed? What does your Response/Reply Email Template look like?

            There are so many questions I have as I cannot replicate this.

            Cheers.

              KevinTheJedi

              KevinTheJedi What are the exact steps to replicate the issue?

              [BlueHost - Shared Hosting]
              PHP Ver (after upgrade) -> 8.0.17

              We have upgraded OsTicket from v1.14.1 to v1.16.1

              In order to replicate the issue you must create a Ticket with a owner and a collaborator (one at least).
              You will get the notification email mal formed not complying email RFC, because the Mail Headers are malformed making that the E-mail gets encoded as Email RFC is malformed it is unable to decode by the email servers.

              KevinTheJedi What PHP extensions do you have installed and enabled?

              Not sure, because I don't know how to view it on Cpanel. But at least from: OsTicketInstalation/scp/system.php.
              It shows:
              -gdlib
              -imap
              -xml
              -xml-dom
              -json
              -mbstring
              -phar
              -intl
              -fileinfo
              -zip
              -APCu
              -Zend Opcache

              As shown in the previous image.

              KevinTheJedi What do the user and collaborator names look like?

              Are english alphabet only, no special characters.

              KevinTheJedi What do their emails look like?

              Only english alphabet only, it does have a dot in this format. We use this email format = name.lastname@example.com

              KevinTheJedi Is your Contact Information Form > Email Address field the default or was it changed?

              Not sure about what are you talking about, so I will assume that is as default.

              KevinTheJedi What does your Response/Reply Email Template look like?

              We are not fetching emails, so we do not use this feature to reply.
              ///////////////////////////////////////////////////////////////////////////
              I hope this will be sufficient information. Anyway don't hesitate to ask for more information.

              We have not applied any patch as decribed previously to try to see if it resolves the issue. We don't have third party modules.

              Should we update to V.1.16.2 to see if this solves the issue?

                            KevinTheJedi
                            We have recently completed the update task, but unfortunately we still have the same bug.

                            We at this time, have only tested with an already open ticket in previous version and answered in last version. We will let you know if this bug remains as soon as we open a new ticket.

                            Thank you.

                                ordonezgs

                                Please export the malformed email to .eml format (required) and send it to support [at] osticket [dot] com.

                                There we will review the raw email and see what's going on.

                                Cheers.