[rt-users] Missing subject and body of incoming mail

[Sean]

Config: Current Debian Sarge with RT installed via apt-get. The Web
part of the system appears to be working okay.

Problem:

1) RT strips out subject and body of incoming emails (see Example 1 -
Full Headers display of received email. ("Content-Length: 0"))
It is interesting that in Full Headers display there is no "Subject"
line (not only is it empty, it looks as if it was completely removed).

2) This causes three major problems:
a) We have to use "The Basics" editor to manually edit Subject for
every ticket created via email. Still, this is futile because the
reply to this email will again have the subject and body stripped...
b) Response to mail sent by RT account creates yet another new ticket
(as RT strips subject filed so in the reply to the submitter there's
no reference to the ticket # that would connect future correspondence
with the existing ticket number - see Example 2).
c) It's impossible to use RT with email because incoming body is
always empty (no mail content) and subject as well (always creates new
issues)

I saw that in the latest release there was a bug solution for missing
attachments in tickets created using SelfService mode. Perhaps this is
related to that bug (an email version of the same issue).
I tried submitting email issues via Hotmail, Gmail, and a Windows MUA
- RT strips subject/body of all messages no matter where they come
from or if they come from users or anonymous submitters. Attachments
get stripped too.
Outgoing mail sent from Web GUI keeps the subject, body and attachment(s).

Example 1:
------------------------------------
Received: 	by server (Postfix, from userid 1011) id 253230C32E8; Sun,
14 Aug 2005 07:06:23 +0800 (CST)
Delivered-To: 	rt at company.com
Message-Id: 	<200503230623.1C0C32E8 at server>
Return-Path: 	<submitter at company.com>
X-Original-To: 	rt at company.com
To: 	undisclosed-recipients:;
Date: 	Sun, 14 Aug 2005 07:06:23 +0800 (CST)
From: 	rt at company.com
X-RT-Original-Encoding: 	iso-8859-1
Content-Length: 	0
------------------------------------


Example 2:
------------------------------------
Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
       "",
a summary of which appears below.
-------------------------------------