[rt-users] Problem with attachments

Wed Jan 28 07:10:35 EST 2015

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 it worked.

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.

Cris

On 28/01/2015 12:53, Guadagnino Cristiano wrote:
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

Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
_______________________________
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristiano at creval.it
www.creval.it<http://www.creval.it>

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.

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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