Empty message-body in replies

RT Users
1

Using RT 2.0.9pre4 on an Intel/RedHat box with MySQL and qmail:

Has anyone here ever had problems with blank replies? The past week or so it
seems that alot of emails/tickets that are replied to by my staff are being sent
completely blank and the From: lines are like – “From: Apache
[mailto:apache@othermailserver.mydomain.com] On Behalf Of Staff Member”.
Everything appears to be intact except for the slightly munged From: line and
the completely blank message body.

I checked out the archives and I can`t seem to find anything relevant. Any
advice/suggestions would be greatly appreciated.

Thanks!

timuel----- Original Message -----
From: “Robie Basak” robie@principle.co.uk
To: rt-users@lists.fsck.com
Sent: Monday, August 12, 2002 6:30 AM
Subject: Re: [rt-users] Meaningful From: address

| On Mon, 2002-08-12 at 01:31, Phil Homewood wrote:
| > Robie Basak wrote:
| > > On Fri, 2002-08-09 at 11:38, francisv@dagupan.com wrote:
| > > > Whenever RT responds to an e-mail, it appears as – “help”
help@address. I
| > > > know that “help” is a queue but can I make it appear as a different name
to
| > > > the rest of the world? (i.e. Customer Support help@address)
| > >
| > > Just putting it into the Description box in the Queue configuration
| > > worked for me.
| >
| > It did? Out of the box?
| > I had to apply the attached patch to get that behaviour.
|
| Sorry, my mistake. Our queue names and descriptions are so similar that
| I got confused :slight_smile:
|
| Robie.
|
| _______________________________________________
| rt-users mailing list
| rt-users@lists.fsck.com
| http://lists.fsck.com/mailman/listinfo/rt-users
|
| Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
|
|

2

From: lines are like – “From: Apache
[mailto:apache@othermailserver.mydomain.com] On Behalf Of Staff
Member”.

Unless I’m mistaken, this mundging is being down by your mail
client. Outlook displays things like that, if there’s a Sender header
that differs from the From header of an email. There’s info about what
might be adding the Sender header in rtfm,
http://www.fsck.com/rtfm/article.html?id=105

I’m not sure about what’d be causing the blank message bodies, but I
bet they’re linked.

seph

3

seph wrote:

I’m not sure about what’d be causing the blank message bodies, but I
bet they’re linked.

Probably not.

http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html

“MIME parsing not recursive?”, thread is broken, look for it
twice in the index. Not sure if anyone’s had any bright ideas
on fixing it yet…
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

4

Phil Homewood wrote:

“MIME parsing not recursive?”, thread is broken, look for it
twice in the index. Not sure if anyone’s had any bright ideas
on fixing it yet…

How about this one?

(Disclaimer: Untested. Feedback encouraged.)
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

NestedMessagePatch (1.37 KB)

5

Hi there,

I just wanted to report that I’m seeing similar problems with RT
2.0.11. We have about 93k tickets in our RT database and have just
noticed this problem in the last month.

6

chris@telerama.com wrote:

  • If somebody has the temerity to do both of the above then the mail
    has a media type of multipart/mixed, the first part of which has a
    media type of multipart/alternative, which in turn contains the
    actual message. {$Transaction->Content()} is empty, so the
    forwarded mail appears to be messageless.

http://lists.fsck.com/pipermail/rt-users/2002-August/009416.html

contains a possible fix.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

7

Phil Homewood wrote:

chris@telerama.com wrote:

  • If somebody has the temerity to do both of the above then the mail
    has a media type of multipart/mixed, the first part of which has a
    media type of multipart/alternative, which in turn contains the
    actual message. {$Transaction->Content()} is empty, so the
    forwarded mail appears to be messageless.

http://lists.fsck.com/pipermail/rt-users/2002-August/009416.html

contains a possible fix.

I’m confused! Phil, why are you quoting a message that I wrote in July:

http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html

attributing it to somebody else, and replying in December (in a with a
different subject header) plugging a message you wrote in August (which
incidentally has the same subject that this one now does)?

More to the point, how did you realize that I’d completely missed your
fix to the problem when you mailed it in August and that I greatly
appreciate your pointing it out again?

Smylers
GBdirect

8

Smylers wrote:

I’m confused! Phil, why are you quoting a message that I wrote in July:
http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html

attributing it to somebody else, and replying in December (in a with a
different subject header) plugging a message you wrote in August (which
incidentally has the same subject that this one now does)?

Because I thought it might be fun to confuse, confound and amaze you
with my psychic powers!

That, and the fact that the message I was replying to was
http://lists.fsck.com/pipermail/rt-users/2002-December/011059.html

:slight_smile:
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

9

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Cool, thanks! I just implemented the patch you posted and, of course,
changed $ExtractNestedMessages to 1 (it was 0 in the patch.)

I will let you know if I still see any blank replies. I’ve informed
the staff here to let me know immediately if they see the problem
recur.

So, let me make sure of one thing… The blank e-mails that I’m
seeing are the messages that our customers receive when we send a
reply from within RT. This is the problem that this patch
addresses, right? Just wanted to make sure…

As I understand, what was being discussed in the thread is that
incoming message are causing the subsequent replies to show up as
blank, correct? Sorry, I’m unfortunately not a MIME expert and got a
little lost in the details of the problem…

I’ll let you know how this works out.

Thanks again,

  • -Chris

Chris Tracy chris@telerama.com
Telerama Public Access Internet
Senior Network Engineer
http://www.telerama.comOn Wed, 4 Dec 2002, Phil Homewood wrote:

Smylers wrote:

I’m confused! Phil, why are you quoting a message that I wrote in July:
http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html

attributing it to somebody else, and replying in December (in a with a
different subject header) plugging a message you wrote in August (which
incidentally has the same subject that this one now does)?

Because I thought it might be fun to confuse, confound and amaze you
with my psychic powers!

That, and the fact that the message I was replying to was
http://lists.fsck.com/pipermail/rt-users/2002-December/011059.html

:slight_smile:

Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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10

(PLEASE don’t copy me on replies. I read the mailing list.)

rt-for-chris@db.lm.com wrote:

So, let me make sure of one thing… The blank e-mails that I’m
seeing are the messages that our customers receive when we send a
reply from within RT. This is the problem that this patch
addresses, right? Just wanted to make sure…

Um. No. Assuming “within RT” means “within the WebRT interface”
this patch probably won’t help you. This is not a problem i’ve
heard of before.

What kind of transaction from WebRT is triggering a blank email,
and who gets that email? Is it always generated from the same
template? Does said template start with a blank line? What is the
phase of the moon when this happens?

As I understand, what was being discussed in the thread is that
incoming message are causing the subsequent replies to show up as
blank, correct? Sorry, I’m unfortunately not a MIME expert and got a
little lost in the details of the problem…

The problem was that messages containing nested message/rfc822
content were causing RT to emit null content. I believe.
Phil Homewood, Systems Janitor, www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

11

Hi there,

I just wanted to report that I’m seeing similar problems with RT
2.0.11. We have about 93k tickets in our RT database and have just
noticed this problem in the last month.