I’m using 2.0.15. Before throwing me under the truck, please read since I suspect this doesn’t have anything to do with the old version of RT. 
Recently, I often experience a situation with certain people when they email RT to create a ticket. The body of the message appears in the ticket viewable via the web interface, but the body doesn’t make it to the watchers (the queue is set up to email the watchers on creation, including the body). The watchers get a blank/empty email message. This doesn’t always happen. It appears to happen when the user forwards a message to the queue or has an attachment. The users are using Outlook.
I suspect there is a certain email/html/mime tag in the message causing the problem. If I know what this is, I can write an “interceptor/filter” script to clean it up before piping it into RT.
If anyone knows what might be causing this (ie: which tag/type/mime/), I’d appreciate the help.
Thanks!
Joseph,On Thu, Oct 15, 2009 at 08:15:36AM -0700, Joseph Spenner wrote:
I’m using 2.0.15. Before throwing me under the truck, please read since I suspect this doesn’t have anything to do with the old version of RT. 
You’re in luck. We traditionally prefer a bus to a truck.
Unfortunately, while we are able to offer RT2 support to clients,
it’s not something we (or I suspect anyone) will do without a financial
arrangement at this point. The version of RT you are running is now 7
years and four major versions out of date. The code paths you’re asking
about have been rewritten several times.
I’m fairly certain that you won’t see the same failure with a modern RT,
but if you do, I promise we’ll be a lot more receptive to that bug
report.
Best,
Jesse Vincent
Best Practical
Hi Joseph!
first Jesse is absolut right, you deserved a bus ;-)On Do, 2009-10-15 at 08:15 -0700, Joseph Spenner wrote:
If anyone knows what might be causing this (ie: which tag/type/mime/), I’d appreciate the help.
You don’t write if the mail shows in the web-ui. If it is visible and
only the resulting mail is empty it is probably something with
the perl mime tools. but my advice don’t waste time to fix this
have a look at
http://wiki.bestpractical.com/view/MigrateToNewServer
regards
sven