TIF Format

[ppimenta]

Hi,

We're using a service to receive Faxes by email, unfortunately, they can only be saved in .tif format. Kayako doesn't seem to be able to process these correctly and always saves them as an Unknown File Type.

Any suggestions on how we can get Kayako to process the tif files?

Is there a list of all the formats that Kayako can process?

Thanks,

Paula

[craigbrass]

Admin CP -> Tickets -> Attachment Types.

[GoneShootin]

Is your operating system setup to handle TIF files downloaded via your browser? We had a similar issue and was resolved by adding TIF as an acceptable extension for our TIFF reader.

[ppimenta]

Thanks Craig, but I don't restrict incoming attachments so I assume that it will just accept .tif format.

I will check our TIFF reader.

[ppimenta]

At the point when the mail box is read and processed in Kayako, the .tif attachment is not recognized (jpeg is recognized and processed correctly), the process stores the attachment as a base64 file instead of .tif file.

Can you confirm if it's possible to read and process a .tif file as attachment in Kayako and if yes, how?

Thanks,

Paula

[craigbrass]

It possibly sounds like a bug but I can't see why other attachments would work fine. I suggest you contact support (http://members.kayako.net -> "Get Support") and if it is confirmed as a bug, it will be passed to the developers for fixing.

[GoneShootin]

This is actually very similar to problems we faced with EML files, and where PDF docs were being based64'd within the EML file. Are you sure the TIF files are not encapsulated in such an EML format?

The bug I speak of was raised but keeps getting pushed along the fix chain.

[ppimenta]

GoneShootin,

You're right the problem is with the reader, thanks. I'll address this to the company that deals with our faxes. In the meantime, do you have the bug id that you raised?

Thanks!

[GoneShootin]

Originally Posted by ppimenta

GoneShootin,

You're right the problem is with the reader, thanks. I'll address this to the company that deals with our faxes. In the meantime, do you have the bug id that you raised?

Thanks!

Kayako Bug Tracker - Viewing Issue #826 - PDF attachments are corrupted if they are inside some .eml attachment.

[ppimenta]

We fixed the problem by updating 2 files in Kayako: includes/MIME/mimeDecode.php and includes/functions_mime.php.

Changes shown below:

1)
file: includes/MIME/mimeDecode.php
in: function _decode($headers, $body, $default_ctype = 'text/plain')
...
if (isset($content_type)) {
switch (strtolower($content_type['value'])) {
...
add:
case 'multipart/fax-message':
if(!isset($content_type['other']['boundary'])){
$this->_error = 'No boundary found for ' . $content_type['value'] . ' part';
return false;
}
$default_ctype = 'multipart/mixed';
$parts = $this->_boundarySplit($body, $content_type['other']['boundary']);
for ($i = 0; $i < count($parts); $i++) {
list($part_header, $part_body) = $this->_splitBodyHeader($parts[$i]);
$part = $this->_decode($part_header, $part_body, $default_ctype);
$return->parts[] = $part;
}
break;

2)
file: includes/functions_mime.php
in: function decodeMail_traverseStructure($structure)
...
switch ($ctype) {
...
add:
case 'multipart/fax-message':

[craigbrass]

Thanks for sharing that. Hopefully these changes can be merged into the version control server.