Empty message body on V1.12.2

vgoergey

Dear all, this is my first post, so please be kind if I am missing something.
We have migrated our old osTicket Version to a new server with PHP 7.0 and updated the application as well. Now we are facing an issue, that we don't see any messages from our clients - the body reads (empty) . There are no errors in either LOG (system log, php log, nginx log, database log). The message body only appears if the user has NO signature attached.

I will try to attach everything once I figure out the function...

Many thanks in advance,
Victor

vgoergey

Here are all the files:

System Info
Logs (empty)
Thread Screenshot
RAW emails (initial with signature, answer without signature, answer with signature)

raw-emails.zip
39kB

manun

Same issue here, I think it's related to the iso 8859 charset (all emails sent from o365, hotmail, oulook.com use it by default). In your example the working answer uses ASCII, the rest iso 8859-1
No issues with emails coming from gsuite and gmail (that use UTF-8)
I opened something here https://forum.osticket.com/d/94409-emails-sent-with-iso-8859-1-charset-produce-empty-ticket-bodies

Any answer would be appreciated, it's a big issue for us

ntozier

Try upgrading to 1.12.2. (You are running 1.12)
Also nginx is not a web server that we support.
I'll ask the devs to take a look at this.

As a side note we use o365/Outlook 2016 for our 500+ staff emails and do not have this problem.

KevinTheJedi

@vgoergey @manun

As you can see from the below lines of code we capture the charset, do some matching, and convert to a valid charset:

https://github.com/osTicket/osTicket/blob/develop-next/include/class.charset.php#L32-L34

iso-8859-1 would match ^iso-?(\S+[^i])(-i)?$ and the result would be ISO-8859-1 which is, of course, accepted. You know it's accepted because ISO-8859-1 is the default charset if we can't determine what the passed charset is (see here). So I'm not so sure why your emails are coming in blank as I don't have access to your logs.

Cheers.

haoke

same issue here. We also use nginx.

RBGE

haoke We also use nginx

That's probably the problem then. nginx is not supported, and you have to make a number of manual changes to get osTicket to even work in it. Have a look in Github for the changes, or try using Apache and see if that helps.

haoke

RBGE We use the most popular image on docker hub to deploy osticket. Our previous version is 1.10, and everything works fine.

ntozier

If you are using a docket image, then it isn't an official archive to install from. I would recommend that you download the official archive from osticket.com/download and try that.

haoke

ntozier Hi, thanks for replying.
Here is the docker file for the image. docker osticket.
As far as I can see, It clones OSTicket source code from official Osticket GitHub repo.

RBGE

haoke While it does clone osTicket from Github, it also has it running in nginx, which is simply not supported. If this were changed to use Apache it would probably run better. I have no idea why the creator of that docker file chose to use nginx...

ntozier

We simply do not support 3rd party distributions.