i know a similar subject has been covered in the mailing lists in early
october, however the problem in that instance appeared to be attributed to
missing a blank line after subject: header in the templates. i dont
believe this the case for me.
i’m running 2.0.8 and i’m noticing that when a user emails a ticket to rt
using rt-mailgate that if the subject line exceeds a certain number of
characters, that the ticket will be created however, the user does not get
an auto reply, and the group does not get notified as my templates and
scrips have been set to do.
any ticket with a subject shorter than this specified length are fine.
(actual names have been subsituted by word name is still same length)
eg:
63 Nov 14 To: support@iseek.com.au (343) (xxxxxxx) customer provided with yy dialup is having difficulty pls contact.
64 Nov 14 To: support@iseek.com.au (338) (xxxxxxx) call xxxxxxxxx xxxxxxx new dsl installation and discuss nat
65 Nov 14 To: support@iseek.com.au (387) (xxxxxxx) change documents provided to xxxxx regarding technical details of installation
webrt:/var/log/rt# cat rt.log.4616.1
Bad RFC822 field name ’ Contact.'
at /opt/local/packages/rt2/lib/RT/Template.pm line 255
Bad RFC822 field name ’ Contact.'
at /opt/local/packages/rt2/lib/RT/Template.pm line 255
webrt:/var/log/rt# cat rt.log.4622.1
Bad RFC822 field name ’ Nat’
at /opt/local/packages/rt2/lib/RT/Template.pm line 255
Bad RFC822 field name ’ Nat’
at /opt/local/packages/rt2/lib/RT/Template.pm line 255
webrt:/var/log/rt# cat rt.log.4627.1
Bad RFC822 field name ’ Details Of Installation’
at /opt/local/packages/rt2/lib/RT/Template.pm line 255
Bad RFC822 field name ’ Details Of Installation’
at /opt/local/packages/rt2/lib/RT/Template.pm line 255
webrt:/var/log/rt#
All my templates have a blank line after the subject: header where it is
used.
any ideas?
–matt
Why would a \n get wacked in the middle of the subject line?
the offending portion is.
… at /opt/local/packages/rt2/lib/RT/Template.pm line 255
if ($headers) {
foreach $header (split(/\n/,$headers)) {
(my $key, my $value) = (split(/: /,$header,2));
chomp $key;
chomp $value;
$self->{‘MIMEObj’}->head->fold_length($key,10000);
$self->{‘MIMEObj’}->head->add($key, $value);
}
}
so this is consistent with what you are saying.
how do i get around this? shouldn’t we be checking for the presence of :
before we just go and assume that the line is part of the header and split
on : ?
–mattOn Thu, 15 Nov 2001, Chris Pascoe wrote:
Without looking at the code at all, I’m guessing there is some code in
place designed to line wrap outgoing mail at a fixed width, and it’s also
operating on the header portion of the message. So a very long subject
line gets a “\n” whacked in the middle of it, thus making the rest of the
subject line look like it’s starting a new rfc822 field… and then
baulking. This is consistent with the “no blank line after subject: in
template” that matt talks about.
The outbound message ends up looking like:
– start mail
To: blah
From: blah
Subject: blah blah blah blah blah blah blah blah blah blah blah blah \n
testing 12 3 4 5 6
message body
– end mail
Which is obviously evil :). Again, I haven’t looked at the code, so I
can’t suggest a fix, but hope this helps put someone on the right track.
Chris
occasionally i have noticed that rt seems to take it upon itself to go
changing the status of tickets.
i have no problem with it re-opening resolved tickets upon correspondence,
but opening tickets that have no owner is pretty strange?!?
eg:
Thu Nov 15 17:15:47 2001
x@x -
Ticket created
Thu Nov 15 17:21:04 2001
x@x -
Correspondence added
Thu Nov 15 17:21:05 2001
RT_System - Status changed from
new to open
Known bug. fixed in 2.0.9.On Fri, Nov 16, 2001 at 10:24:02AM +1000, matt carter wrote:
occasionally i have noticed that rt seems to take it upon itself to go
changing the status of tickets.
i have no problem with it re-opening resolved tickets upon correspondence,
but opening tickets that have no owner is pretty strange?!?
eg:
Thu Nov 15 17:15:47 2001
x@x -
Ticket created
Thu Nov 15 17:21:04 2001
x@x -
Correspondence added
Thu Nov 15 17:21:05 2001
RT_System - Status changed from
new to open
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users
http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.
Without looking at the code at all, I’m guessing there is some code in
place designed to line wrap outgoing mail at a fixed width, and it’s also
operating on the header portion of the message. So a very long subject
line gets a “\n” whacked in the middle of it, thus making the rest of the
subject line look like it’s starting a new rfc822 field… and then
baulking. This is consistent with the “no blank line after subject: in
template” that matt talks about.
The outbound message ends up looking like:
– start mailTo: blah
From: blah
Subject: blah blah blah blah blah blah blah blah blah blah blah blah \n
testing 12 3 4 5 6
message body
– end mail
Which is obviously evil :). Again, I haven’t looked at the code, so I
can’t suggest a fix, but hope this helps put someone on the right track.
Chris