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It dawned on me that maybe the problem was only with the resolution message (which is of type comment), so I tried with a simple reply with an attachment, and
<u>it worked</u>.<br>
<br>
Was there a change in the way RT 4.2.9 handles comments? We had no problem previously sending out an email with attachment on resolution of the ticket. We upgraded from RT 4.2.3 IIRC.<br>
<br>
Cris<br>
<br>
<br>
<br>
<div class="moz-cite-prefix">On 28/01/2015 12:53, Guadagnino Cristiano wrote:<br>
</div>
<blockquote cite="mid:54C8CDB9.70908@creval.it" type="cite">Good morning.<br>
<br>
I have fighting with this problem two days, but I still have no clue.<br>
<br>
The problem is this: suddenly RT will not send attachments. <br>
<br>
Unfortunately we send attachments very rarely, so I cannot exactly say when this behaviour started. It could be that it started from the day I upgraded our installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded some extensions (RT-Extension-Announce-1.00,
rt-extension-customfieldsonupdate, RT-Extension-SpawnLinkedTicketInQueue-1.01).<br>
<br>
I tried everything I could to debug the problem. I am sure sendmail is working well, because I can send mails with attachments using the simple "mail" interface from the same server where RT resides.<br>
<br>
I just finished examining RT's log (in debug mode), regarding a test ticket I created and then resolved adding an attachment. There is no error at all in the log, let alone a warning message that says<br>
<br>
<pre><big>[warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)</big></pre>
<br>
but I don't think this is a real problem, since we had have this type of message for a long time with no apparent symptoms (please reply if I'm wrong).<br>
<br>
I can easily see that RT is skipping the attachment somehow. Here is an old header from a mail of ticket that contained an attachment:<br>
<br>
<blockquote type="cite">Subject: [DBA #7162] prova allegato <br>
From: "Cristiano Guadagnino via RT" <dba@amended> <br>
Reply-To: dba@amended<br>
In-Reply-To: <br>
References: <RT-Ticket-7162@amended> <br>
Message-ID: <rt-3.8.6-13489-1258986687-217.7162-10-0@amended> <br>
Precedence: bulk <br>
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE <br>
RT-Ticket: DBA e SCHEDULAZIONE #7162 <br>
Managed-by: RT 3.8.6 (<a moz-do-not-send="true" class="moz-txt-link-freetext" href="http://www.bestpractical.com/rt/">http://www.bestpractical.com/rt/</a>)
<br>
RT-Originator: guadagnino.cristiano@amended<br>
Cc: trombetta.giampaolo@amended<br>
<p><font style="FONT-SIZE: 9pt" color="#004999" face="Arial"><strong>Cristiano Guadagnino<br>
</strong><br>
Servizio Sistemi Dipartimentali, Periferici e DB<br>
_______________________________<br>
<strong>Bankadati Servizi Informatici Soc.Cons.P.A.</strong><br>
Gruppo bancario Credito Valtellinese<br>
VIA TRENTO, 22 - 23100 SONDRIO<br>
tel +39 0342522172 - fax +39 0342522997<br>
guadagnino.cristiano@creval.it<br>
<a href="http://www.creval.it">www.creval.it</a></font></p>
<p><font style="FONT-SIZE: 8pt" face="Arial"><font style="FONT-SIZE: 9pt"><font style="FONT-SIZE: 8pt"><font color="#000000"><font style="FONT-SIZE: 8pt">Il presente messaggio non è di natura personale ma inviato per esigenze lavorative; l’eventuale messaggio
di risposta potrà essere conosciuto anche da altri soggetti diversi dall’originatore di questo messaggio per dette esigenze o per controllo aziendale. Questo messaggio, corredato dei relativi allegati, contiene informazioni da considerarsi strettamente riservate,
ed è destinato esclusivamente al destinatario sopra indicato, il quale è l'unico autorizzato ad usarlo, copiarlo e, sotto la propria responsabilità, diffonderlo. Chiunque ricevesse questo messaggio per errore o comunque lo leggesse senza esserne legittimato
è avvertito che trattenerlo, copiarlo, divulgarlo, distribuirlo a persone diverse dal destinatario è severamente proibito, ed è pregato di rinviarlo immediatamente al mittente distruggendone l'originale.</font><br>
</p>
</font></font></font></font><br>
MIME-Version: 1.0 <br>
X-RT-Original-Encoding: utf-8 <br>
Date: Mon, 23 Nov 2009 15:31:28 +0100 <br>
<b>RT-Attachment: 7162/105417/63969 </b><b><br>
</b><b>Content-Type: text/plain; charset="utf-8" </b><b><br>
</b><b>Content-Transfer-Encoding: 8bit</b></blockquote>
<br>
<br>
Here is the header from the mail of the test ticket I just created:<br>
<br>
<blockquote type="cite">Subject: [BKGS #94919] Prova 3 <br>
Content-Type: multipart/alternative; boundary="----------=_1422441180-4767-8" <br>
From: "Cristiano Guadagnino via RT" <a moz-do-not-send="true" class="moz-txt-link-rfc2396E" href="mailto:bksistemi@creval.it">
<bksistemi@creval.it></a> <br>
Reply-To: <a moz-do-not-send="true" class="moz-txt-link-abbreviated" href="mailto:bksistemi@creval.it">
bksistemi@creval.it</a> <br>
References: <a moz-do-not-send="true" class="moz-txt-link-rfc2396E" href="mailto:RT-Ticket-94919@creval.it">
<RT-Ticket-94919@creval.it></a> <br>
Message-ID: <a moz-do-not-send="true" class="moz-txt-link-rfc2396E" href="mailto:rt-4.2.9-4767-1422441180-1538.94919-10-0@creval.it">
<rt-4.2.9-4767-1422441180-1538.94919-10-0@creval.it></a> <br>
X-RT-Loop-Prevention: Bankadati Servizi Informatici <br>
X-RT-Ticket: Bankadati Servizi Informatici #94919 <br>
X-Managed-BY: RT 4.2.9 (<a moz-do-not-send="true" class="moz-txt-link-freetext" href="http://www.bestpractical.com/rt/">http://www.bestpractical.com/rt/</a>)
<br>
X-RT-Originator: <a moz-do-not-send="true" class="moz-txt-link-abbreviated" href="mailto:guadagnino.cristiano@creval.it">
guadagnino.cristiano@creval.it</a> <br>
To: <a moz-do-not-send="true" class="moz-txt-link-abbreviated" href="mailto:criguada@gmail.com">
criguada@gmail.com</a> <br>
Precedence: bulk <br>
Date: Wed, 28 Jan 2015 11:33:00 +0100 <br>
MIME-Version: 1.0 <br>
Content-Transfer-Encoding: 8bit <br>
Content-Length: 0</blockquote>
<br>
We have not changed the resolution template recently (I mean in the last 2 years). The template starts with:<br>
<br>
<blockquote type="cite">Content-Type: text/html<br>
Subject: {$Ticket->Subject}<br>
<b>RT-Attach-Message: yes</b><br>
<br>
<h2>Risoluzione:</h2></a><br>
(...)</blockquote>
<br>
It is as if the <i>RT-Attach-Message</i> special header didn't work anymore, or if it suddenly doesn't consider the attachment in the last transaction.<br>
<br>
I am out of ideas, could somebody try to help me?<br>
<br>
Thank you in advance.<br>
<br>
Cris<br>
<br>
</blockquote>
<br>
<div class="moz-signature">-- <br>
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