Problem with single quotes around email address

[GoneShootin]

Often for some unexplained reason an email can come into kayako from clients addressed to the staff user in the format:

'staff@kayakocompany.com'

which Kayako cannot parse. Yet if it is received as

staff@kayakocompany.com

it parses.

Any reason/fix available for this?

[pkreil]

Where are these mails sent from?

It sounds like a badly configured Echange, that is not correcly replacing the Usernames.

Kayako does right by rejecting these Mails. That formatting is not allowed and so far not RFC-compliant. The server, that sends this mail is doing wrong, it should reject it instead of sending.

Can you put a (replace personal data) header of such mail here?

[GoneShootin]

The mails can be sent from anywhere! It's not a common problem thankfully, but it's awkward when it happens as in the end I end up sending a mail to the sender asking them to reply to the staff members address [login to kayako as staff and create new ticket]. This seems to work as the sender is hitting REPLY and thus using the headers that came from the kayako staff email.

I no longer have the header, but the common thread is the single quotes.

I'll look out for any Exchange header info the next time around.

The problem is that I can't go and tell the client that their mail server is badly setup as they will turn around and say "well everyone else gets the mail so why cant you".

So is there anyway that Kayako can be forced to accept the single quotes around the desitation email address?

[pkreil]

Originally Posted by GoneShootin

This seems to work as the sender is hitting REPLY and thus using the headers that came from the kayako staff email.

Please check what the output of you mailserver is. There may something be wrong, too.

Originally Posted by GoneShootin

I no longer have the header, but the common thread is the single quotes.

Yep. But headers are needed for further analysis

Originally Posted by GoneShootin

The problem is that I can't go and tell the client that their mail server is badly setup as they will turn around and say "well everyone else gets the mail so why cant you".

It's not on kayako to support wrong formatted mail-headers. That can cause other trouble.

[FrightFactor]

Well you can define under Settings if HTML will be striped or not. I dont know if that would work, but try to locate the file on your server which takes care about the stripping the not allowd html codes, maybe there you can add ' that it will stripped as well.

[John Haugeland]

Please open a support ticket about this. It may be the case that a common mail client which is single quoting the address is actually doing some different broken thing. We'll need a copy of the mail attached so we can take a look.

[GoneShootin]

a:24:{s:8:"mimedata";s:69:"-- MIME data cleared due to the size limit under Settings > Parser --";s:8:"fromName";s:15:"XXX XXXXXX";s:9:"fromEmail";s:21:"XXX@XXXX.co.uk";s:12:"fromNameRule";s:15:"XXX XXXXXX";s:13:"fromEmailRule";s:21:"XXXX@XXX.co.uk";s:6:"toName";s:27:"XXX@XXXX.ie";s:7:"toEmail";s:29:"'XXX@XXXX.ie'";s:11:"replytoName";s:0:"";s:12:"replytoEmail";s:0:"";s:7:"subject";s:40:"FW: XXXX - XXXX & XXXX";s:13:"returnAddress";s:41:""XXX XXXXX" <XXXXX@XXX.co.uk>";s:17:"returnAddressName";s:15:"XXXX XXXX";s:18:"returnAddressEmail";s:21:"XXXXXX@XXX.co.uk";s:10:"recipients";N;s:4:"text";s:2107:"Hi XXXX,
just want to check if XXX and XXX have been sent to XXX or if you can send the XXX to me?

XXX

>  -----Original Message-----
> From:     XXXX XXXX
> Sent:    01 July 2008 12:20
> To:    'XXXX.XXXX@XXXX.ie'
> Subject:    XXXX XXX - XXXX & XXXX
> 
> Hi XXXX,
> pls find attached.
> 
> XXX
> 
>  -----Original Message-----
> From:     XXXX [mailto:XXX.XXX@XXX.co.uk] 
> Sent:    01 August 2008 11:27
> To:    XXX XXXXX
> Subject:    from multifunctional
> 
> >  <<XXX_XXX.pdf>> 

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";s:8:"textSize";i:2107;s:4:"html";N;s:8:"htmlSize";i:0;s:9:"inReplyTo";N;s:7:"charset";N;s:16:"transferencoding";N;s:15:"attachmentSizes";a:1:{i:0;i:50069;}s:15:"attachmentNames";a:1:{i:0;s:23:"Di2011_080801102739.pdf";}s:19:"totalAttachmentSize";i:50069;}

Notice in the above code segment that "toEmail";s:29:"'XXX@XXXX.ie'" contains extra ' wrapped around the email address.

This image is a screenshot of the parser log error - notice here the extra [/b]'[/b].

[GoneShootin]

I ended up using regular expressions to handle the problem. Thanks goes to Kayako support for assistint me with this.

[GoneShootin]

Problem still exists it seems

Apostrohpe Trouble Again

Now with headers!

[John Haugeland]

We don't have a support ticket about this. We really need one, please. We need to ask things that we shouldn't be asking in a public forum.