[rt-users] Problem with attachments

[Guadagnino Cristiano]

Good morning.

I have fighting with this problem two days, but I still have no clue.

The problem is this: suddenly RT will not send attachments.

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).

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.

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


[warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

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).

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:

Subject: [DBA #7162] prova allegato
From: "Cristiano Guadagnino via RT" <dba at amended>
Reply-To: dba at amended
In-Reply-To:
References: <RT-Ticket-7162 at amended>
Message-ID: <rt-3.8.6-13489-1258986687-217.7162-10-0 at amended>
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano at amended
Cc: trombetta.giampaolo at amended
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit


Here is the header from the mail of the test ticket I just created:

Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary="----------=_1422441180-4767-8"
From: "Cristiano Guadagnino via RT" <bksistemi at creval.it><mailto:bksistemi at creval.it>
Reply-To: bksistemi at creval.it<mailto:bksistemi at creval.it>
References: <RT-Ticket-94919 at creval.it><mailto:RT-Ticket-94919 at creval.it>
Message-ID: <rt-4.2.9-4767-1422441180-1538.94919-10-0 at creval.it><mailto:rt-4.2.9-4767-1422441180-1538.94919-10-0 at creval.it>
X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: guadagnino.cristiano at creval.it<mailto:guadagnino.cristiano at creval.it>
To: criguada at gmail.com<mailto:criguada at gmail.com>
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0

We have not changed the resolution template recently (I mean in the last 2 years). The template starts with:

Content-Type: text/html
Subject: {$Ticket->Subject}
RT-Attach-Message: yes

<h2>Risoluzione:</h2></a>
(...)

It is as if the RT-Attach-Message special header didn't work anymore, or if it suddenly doesn't consider the attachment in the last transaction.

I am out of ideas, could somebody try to help me?

Thank you in advance.

Cris

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