Email text not included in correspondence entry when image included in message body

Hello list,

We’ve observed a condition where email sent to the correspondence or comment addresses is not processed properly by RTIR when imported via rt-mailgate. It appears that if an email contains text only, the message is correctly parsed and added to the ticket; If an email message contains an image attachment, only the image is added to the ticket and the text does not appear.

Appreciate any insight into this behavior.

Robert Moerman, CISSP
Manager, Security Monitoring & Threat Response
Information Security Operations Center

This communication is confidential. We only send and receive email on the basis of the terms set out at Wireless, Internet, TV, Home Monitoring, and Home phone - Rogershttp://www.rogers.com/web/content/emailnotice

Ce message est confidentiel. Notre transmission et r?ception de courriels se fait strictement suivant les modalit?s ?nonc?es dans l’avis publi? ? www.rogers.com/aviscourriel http://www.rogers.com/aviscourriel

We’ve observed a condition where email sent to the correspondence or comment
addresses is not processed properly by RTIR when imported via rt-mailgate. It
appears that if an email contains text only, the message is correctly parsed
and added to the ticket; If an email message contains an image attachment,
only the image is added to the ticket and the text does not appear.

Without a sample failing email and RT and RTIR versions, there’s
little that can be done to triage this.

-kevin