"Correspondence added" but no message content

RT Users
1

At a newly-installed RT 2.0.13 site:

I forward mails to RT, after changing the subject to add [Company
#NN]. RT sends no error message, the rt.log.NNNN is empty, displaying
the ticket shows the date, my name and “Correspondence added” but the
text of the message is not here. Apparently, it depends on the content
of the message.

Here is a copy and paste: sometimes, the message body is missing,
sometimes not and I’m completely clueless.

Fri Jun 28 13:20:33 2002
bortzmeyer - Correspondence added

Fri Jun 28 13:23:19 2002
bortzmeyer - Correspondence added

Fri Jun 28 13:29:25 2002
bortzmeyer - Correspondence added

Fri Jun 28 13:33:13 2002
bortzmeyer - Correspondence added

[Reply] [Comment]

RT-Send-Cc:

Test only

Download (untitled) 11b

Fri Jun 28 13:37:31 2002
bortzmeyer - Correspondence added

[Reply] [Comment]Date: Fri, 28 Jun 2002 13:37:29 +0200
From: Stephane Bortzmeyer bortzmeyer@nic.fr
To: rt-tech@rt.eureg.org
Subject: TEST mail [EUreg #37]
RT-Send-Cc:

Test only

Download (untitled) 10b

Fri Jun 28 13:38:57 2002
bortzmeyer - Correspondence added

Fri Jun 28 13:39:42 2002
bortzmeyer - Correspondence added

2

a message of 113 lines which said:

I forward mails to RT, after changing the subject to add [Company
#NN]. RT sends no error message, the rt.log.NNNN is empty, displaying
the ticket shows the date, my name and “Correspondence added” but the
text of the message is not here. Apparently, it depends on the content
of the message.

Well, it is the first time I ask a question on that list and get no
reply :-{

The problem seems related, in a strange way, to composed characters
(like �, � or �). Mails without such characters always get through
fine. Mails with such characters sometimes are recorded (so I assume
MIME headers, PostgreSQL’s charset, etc, are OK) and sometimes not.

The problem is really annoying since there is no error messages at
all. The mail is simply lost :frowning:

I have similar RT installations where almost all of the messages are
in French and everything is fine. I fail to see what’s special at this
particular non-working installation.

3

The problem seems related, in a strange way, to composed characters
(like �, � or �). Mails without such characters always get through
fine. Mails with such characters sometimes are recorded (so I assume
MIME headers, PostgreSQL’s charset, etc, are OK) and sometimes not.
…
I have similar RT installations where almost all of the messages are
in French and everything is fine. I fail to see what’s special at this
particular non-working installation.

The PostgreSQL database had UNICODE as its encoding instead of SQL_ASCII (and
the failure to decode my characters as Unicode was logged by PostgreSQL). Once
the encoding was changed, it works again.

Unfortunately, it seems that RT does not test if the UPDATE in the Attachments
table was successful :frowning: And therefore the message was lost. Very bad.