[rt-users] Better e-mail message display in RT3

Daniel Kalchev daniel at digsys.bg
Thu Oct 28 09:38:13 EDT 2004


This is my first posting to this mailing list, so pelase bear the verbosity.

I have been recently investigating the possibility to use RT3 to manage 
relatively large support e-mail address. So far things look promising, except 
the ugly e-mail display :-)

I understand having RT display incoming e-mail in pretty format (HTML 
formatting, fonts, attachments etc) is definitely not it's primary purpose, 
but there are some things that aren't looking good. It is however, sometimes 
hard to teach customers how to send you good looking mail (that is, plain text 

For example, if the e-mail message contains both text/plain and text/html 
parts (which is common for e-mail coming from OutLook Express) RT would 
display either part (depending on configuration), and offer the other part for 
Download. However, if you display the text part, the text/html part offered 
for download is not sent to the browser with the proper MIME type, but with 
text/plain instead - which prevents the browser from displaying the HTML 

Where is this handled and has someone worked on prettyfying RT3 as it comes to 
it's e-mail display?

Best Regards,

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