Re: Request for Comments: OTRS in Japanese

Hi Tietew,

Tietew schrieb:
> I'm trying to use OTRS in Japanese.
> I translated Language/ja.pm and succeeded to use OTRS in
> Japanese using UTF-8. 
> 
> There is a big problem to use OTRS in Japanese that;
> many web-based MUAs, such as Hotmail and Yahoo, and some popular
> MUAs, such as Microsoft Exchange and Lotus Notes, does not
> support UTF-8! 
> 
> # Attention: Hotmail's English UI and Yahoo,Inc.'s web mailer
> support UTF-8...
> 
> Therefore, customers which use these MUAs cannot read mails sent
> from OTRS. They can read mails encoded in ISO-2022-JP only.
> My OTRS must send mails as ISO-2022-JP.
> 
> # OTRS *can* receive and parse ISO-2022-JP mail correctly.
> # There is no problem in receiving mails. Only sending.
> 
> 
> I cannot use ISO-2022-JP as OTRS UI. Because:
> 1. ISO-2022-JP is insecure for web applications.
>    ISO-2022 series is stateful encoding and contains \x1B escape
>    sequence. It's very hard to handle stateful encoding
>    correctly for web applications.
> 2. I want to share one OTRS installation and its queues in
>    multilingual project team. Non-Japanese team can or must use UTF-8.
>    And, OTRS must be able to send ISO-2022-JP mail even if
>    user uses English UI.
> 
> In other word, I do not want Japanized (locally patched) OTRS.
> 
> -----
> 
> My suggestion is to create "mail character encoding" to queue
> settings (defaults to UTF-8, or empty meaning system default
> charset). for example,
> 
> info-en queue uses 'UTF-8' or ''
> info-ja queue uses 'ISO-2022-JP'
> 
> A mail composd mail in info-en queue is encoded as UTF-8.
> A mail composd mail in info-ja queue is encoded as ISO-2022-JP.
> 
> This solution seems to make them happy that all users in all
> languages.
> 
> RFC: Any other suggestion?
> 
> If no oppose, I will try to make patch.

I'm a little bit late. :) But I do have a comment. :)

This feature would be much easier to implement if you use sender address
based charset encoding of emails. Because you only need to patch
Kernel/System/Email.pm (there is where an email is created and sent out,
but no more queue info is there).

PS: How about to put the ja.pm to the OTRS distribution?

Greetings from Germany,

  -Martin

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
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