YA - This is a message in Mime Format.

KevinTheJedi

That means SMTP is failing and it’s using local Sendmail to send on your behalf as a last resort. You need to get SMTP working.

Cheers.

packetloss69

KevinTheJedi
The issue with authentication has been resolved. Was while i was testing with different SMTP transports.
The Mime issue is persisting.

KevinTheJedi

packetloss69

That only happens when using Sendmail which is used when SMTP is failing.

Cheers.

lambertpierre

experiencing the same issue. mails to client all good no issues, if ticket is logged from mail or by agent and reply's as well all work.

Mails to Agents notifying of new tickets all have the incorrect format ?

This is a message in Mime Format. If you see this, your mail reader does not support this format.

--=f5e1369a35371587280bea037b6986a2
Content-Type: multipart/alternative;
boundary="=c8e354bf80f9acb3f7f36bc3cdf6d8de"

_This is a message in Mime Format. If you see this, your mail reader does not support this format.

--=c8e354bf80f9acb3f7f36bc3cdf6d8de
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: base64

KevinTheJedi

lambertpierre

You need to check your outgoing/alert email settings for the system and each Department. They all have to be set to an email with SMTP working properly.

Cheers.

lambertpierre

i've tried this but still the same.

mail thats benig send to end user (all good) looks like this

mail thats send to me that needs to inform me a new ticket has been logged as admin

KevinTheJedi

lambertpierre

Check your Departments' Outgoing and Auto-Response Email settings.

Cheers.

KevinTheJedi

lambertpierre Also check to make sure you are running v1.17.2.

ospaul

Im getting the same.

Default MTA set to the new support@ SMTP using OAuth/M365

All Depts outgoing /auto set to this support@ SMTP

the weirdest thing of all, is that another mailbox @privacy which is set up in the same way, CAN send an email from the diagnostic test section jsut fine, but the support@ has the MIME junk..

I must be missing a sneaky little setting thats different between support@ and privacy@ but cant see it!

KevinTheJedi

ospaul

Check your System Logs for any Mailer Errors.

Cheers.

jedediahw

This problem is SO PERSISTENT that I was forced to use an older version. Now - trying to use the latest version again - I have run into this problem. When I go to update the outgoing mail settings it NEVER finishes loading; it never completes. A viable, concrete solution would be awesome.

KevinTheJedi

jedediahw

You'd need to look for any errors in your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) as to why. Saying "it never finishes loading" doesn't tell us much of anything. In a normal scenario it should save without issues.

Cheers.

lambertpierre

still struggling with this mailing issue for ADMIN alerts.

why can't I select the support address as the default for alert email ?

in the logs all i see the following 2 errors that seems to relate to why only the Admin alert seems to be in mime format ?

again the correspondence (mails) to the clients send out in correct format, only the alert of new mail (admin alerts) is in mime format.

KevinTheJedi

lambertpierre

It looks like your webserver, network connection, mail server, or something is buggy and inconsistent. Your SMTP fails periodically with some wack errors. You need to contact your mail provider or systems admin to see why SMTP is failing periodically.

Cheers.

lambertpierre

quite interesting that the mime format mails to admin is only when a new ticket is created via email to support email address. If I create a ticket as agent on behalf of client the mail to alert admin is correct, also if client logs new ticket themselves via web portal. only new tickets logged is in mime format to admin. all other admin mails for new reply's working fine.

KevinTheJedi

lambertpierre

Check the raw email for any possible causes like malformed headers, etc. Also see if it’s sent via local webserver or the mail server. Also check the email template for any oddities.

Cheers.

MandMs

Hi All,
Are there any news about the issue?
I experience totally the same problem, and here is what I have:

Only one e-mail and one SMTP account (Zoho mail, paid account) is configured and enabled
Everywhere I've set to use this mail and SMTP as MTA (system and departement settings)
If I send messages via Thunderbird, there is no such MIME stuff (using same SMTP server)
All outgoing messages from osTicket go with MIME stuff
Mail sends directly to SMTP, no any "sendmail" tool is used (its log /var/log/mail.log is empty)
There is no errors in logs in osTicket
If I set incorrect SMTP, e-mail won't be delivered at all, so MIME encoded messages are generated exactly when using SMTP configuration
OSTicket has version 1.17.2, PHP 8.1, Apache 2.4.52

This is my the first installation of osTicket, just installed it a week ago with on the server where all the software up to date.

KevinTheJedi

MandMs

Then you either need to apply all the recent patches on Github and retest or wait for the next release. I cannot replicate this issue. In the meantime you can check your system logs for any Mailer Errors.

Cheers.

MandMs

After some time of debugging and error_log'ing I've found that message goes directly via SMTP, and is being generated with MIME format by PHP part. You can check it adding $request logging in "include/laminas-mail/src/Protocol" (in "_send()" method).

This is because Laminas Mail you use as mail lib uses Laminas Mime for generating messages as the only way do it. Dancing around options in osTicket won't help for anyone. Please see the code here:
https://github.com/laminas/laminas-mime/blob/2.12.x/src/Message.php
(function "generateMessage()" at line 129)

Probably they (Laminas Mail/Mime) did this in the last version, so downgrading a version of this 3rd party library could help. Will try to do this today.

I wonder does osTicket team have any automatic tests? This issue is easily catchable after any libraries update. I guess sending mail feature is a primary feature of osTicket and should be tested each time before publishing a release.

MandMs

I have tried to downgrade Laminas Mail to the oldest version it has in repo - 2.13.x, and had no success - it still sends messages in "multipart/alternative" format.

So looks like this is an issue of osTicket. Laminas Mail was added in commit "b1391040056c04efd44b1d514a4c99a134ebca50".

IMO there should be a way to configure sending letters in old good "text/html" format.

Here is an issue on Laminas Mail GitHub: https://github.com/laminas/laminas-mail/issues/230
But maybe osTicket devs could do something on their side?