Help: Emails coming through not encoded.. see below

michaelaff

Hi Team,

Long time user of osTicket.
Recently updated - and also installed a theme (https://osticketawesome.com/)

Stats:

Server Information
osTicket Version v1.16.2 (39ab0c5) — Up to date
Web Server Software Apache
MySQL Version 10.3.34
PHP Version 8.0.17

When sending emails, as in new ticket notifications, reply notifications etc...
The emails are coming through as not encoded. See the example below.
Any ideas?

Thanks people!

--=_bee8333f919f19a93bd334ece501ed3c
Content-Transfer-Encoding: base64
Content-Type: text/plain; charset=utf-8

dGVzdCBlbWFpbCBtZXNzYWdlClJlZi1NaWQ6IEJ1akluU3YtMzFfMWstQUFBQUFBQUFBQUFBQUFB
QVAwbDJ2Vlh5LW5vcmVwbHlAYW5nZWxlc2ZpbmVmb29kcy5jb20K
--=_bee8333f919f19a93bd334ece501ed3c
Content-Transfer-Encoding: base64
Content-Type: text/html; charset=utf-8

PHA+dGVzdCBlbWFpbCBtZXNzYWdlPC9wPg==
--=_bee8333f919f19a93bd334ece501ed3c--

ntozier

Let's start by removing the 3rd party theme mod.
If you are still getting this issue, then it is a problem with osTicket or your configuration.
If you are not, then the problem is the 3rd party theme mod, and you would want to report this to the author.
Please let us know.

michaelaff

Hello, thank you for the response.

I just removed the theme, and clean installed the latest version.
I am still getting the same style of emails coming through.
Any ideas?

Prior to upgrading, we changed to Php 8, to support the latest version of os ticket. Apart from this, and the theme - nothing else was changed.

KevinTheJedi

michaelaff

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.

michaelaff

KevinTheJedi

Awesome. Thank you. Will do it now!

KevinTheJedi

michaelaff

Can you please edit your php.ini file and set mail.add_x_header to 0, restart the webserver (and PHP-FPM if you're running it), and retest the issue?

Cheers.

michaelaff

KevinTheJedi
Hi Kevin, I just tried this, and still - the same issue.

KevinTheJedi

michaelaff

Can you reply to the email you sent us and send us the new raw email after changing that setting?

Cheers.

michaelaff

KevinTheJedi Done!

KevinTheJedi

@michaelaff

Okay so from the headers it looks like you're using PHPMailer to send mail. Typically this is when you don't configure SMTP or SMTP is failing so it falls back to PHPMailer. Is there any way you can setup SMTP instead and see if the issue persists? I'm thinking this issue is isolated to PHPMailer which is why I can't replicate it (as I'm using SMTP).

Cheers.

michaelaff

KevinTheJedi Hi Kevin, I'll try that.
With SMTP through OsTicket .. It must link to a real email account right? not a noreply@....

Thanks

ntozier

That would depend on your mail server.
If your email server allows sending with a fake account then it would work.
If it does not, then it wouldn't

KevinTheJedi

@michaelaff

Quick update, I just tested this by using PHP mail function and the emails still came through normally.

So the question is how exactly are you currently sending mail? I will try to replicate that setup and see if I can replicate the issue.

Cheers.

michaelaff

I am still having this issue. I am trying to update to the latest version of osticket now to see if this helps.

I am running all our emails through gmail. We work on the G suite. This has only happened since moving to php 8. We have been running osticket for years and using gmail for many years also! ... I can't quite figure it out.

ntozier

Hmm. I wonder if it is a PHP8 bug then.

michaelaff

Yeah, I'm not sure what that is... I'm also experiencing the SMTP connection error with Gmail.
I've checked those setting again - all the ports, followed the youtube guide also.
I've enabled secured apps because I have other connections enabled with that account... I've double-checked all of the settings, but I can't figure out what's wrong!

SobItalia

I have the same problem with a new installation

I changed the configuration from PHP8 to PHP7.4
and now it works
can I leave it like this?

Intervan

SobItalia
Hi all!
I'am new at this forum, but I used osTicket for many years.
Does version 1.16.3 work fine with PHP 7.4?

michaelaff

Hi all, has anybody resolved this issue? I have updated to the latest osticket version but still no solution!

michaelaff

I can confirm - I downgraded to php7.4 and the issue has been resolved.

shimsim

+1 I get exactly the same issue with PHP8 after upgrading from 1.5.18 to 1.16.3
I have now switched back to PHP7.4 and emails are showing correctly.