History does not show long messages

RT Users
1

Hello all,

Today I stumbled across a situation in RT (2.0.11). We received four (so
far) tickets with a lot of text in them. The messages were emails that
were forwarded to a large number of people and then forwarded to RT, thus
they had the old ‘To:’ line in them. When the ticket is view via RT’s
web, none of the text of the initial message shows up. We are able to see
the headers, the display mode and the download link, but not the text of
the message.

I did notice that in each case the message size listed next to the
download link was in excess of 13k. The download link works fine and the
original message is displayed when clicked. And I checked the database to
make sure the information was in there (it was). The reply link also
works fine, bringing the original message into the reply window.

It sure seems that this is related to the size of the message. Is there a
restriction on the size of the text that the web interface can display for
the history? I did not notice any settings in config.pm for limiting
this.

Thanks,

    - Chris

History Display mode: [Brief
headers] [Full headers]

Tue Apr 9 17:05:02 2002
user@domain.com - Ticket created

                       [Reply] [Comment]
                       Download (untitled) 13.9kSubject: CYGWIN Problem

To: RT@domain.com
Cc: foo@domain.com
From: user@domain.com
Date: Tue, 9 Apr 2002 14:02:35 -0700

2

Have a look a Ticket/Elements/ShowTransaction and search for $MAX_INLINE_BODY
This specifies the size.

-andreasOn Wednesday 10 April 2002 00:29, clarsson@manu.com wrote:

Hello all,

Today I stumbled across a situation in RT (2.0.11). We received four (so
far) tickets with a lot of text in them. The messages were emails that
were forwarded to a large number of people and then forwarded to RT, thus
they had the old ‘To:’ line in them. When the ticket is view via RT’s
web, none of the text of the initial message shows up. We are able to see
the headers, the display mode and the download link, but not the text of
the message.

I did notice that in each case the message size listed next to the
download link was in excess of 13k. The download link works fine and the
original message is displayed when clicked. And I checked the database to
make sure the information was in there (it was). The reply link also
works fine, bringing the original message into the reply window.

It sure seems that this is related to the size of the message. Is there a
restriction on the size of the text that the web interface can display for
the history? I did not notice any settings in config.pm for limiting
this.

Thanks,

    - Chris

History Display mode: [Brief
headers] [Full headers]

Tue Apr 9 17:05:02 2002
user@domain.com - Ticket created

                       [Reply] [Comment]
                       Download (untitled) 13.9k

Subject: CYGWIN Problem
To: RT@domain.com
Cc: foo@domain.com
From: user@domain.com
Date: Tue, 9 Apr 2002 14:02:35 -0700

3

“c” == clarsson clarsson@manu.com writes:

c> It sure seems that this is related to the size of the message. Is there a
c> restriction on the size of the text that the web interface can display for
c> the history? I did not notice any settings in config.pm for limiting
c> this.

It is my experience that large messages show up as attachments, as
well. Also, if the message was forwarded as an attachment rather than
inline, that will cause it to show up as an attachment in RT as well.

Vivek Khera, Ph.D. Khera Communications, Inc.
Internet: khera@kciLink.com Rockville, MD +1-240-453-8497
AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/

4

13456 is a random # of about the biggest size we want to see inline

text
if ($message->ContentType =~ m{^(text/plain|message|text$)}i &&
length($message->Content)<13456) {

The above line from ShowTransaction determines whether the message gets
displayed. I upped the ‘13456’ and the larger messages were then
displayed. I could not find any reference to $MAX_INLINE_BODY, but that
may be related to the fact I am using 2.0.11.

Thanks,

    - Chris

Andreas Kruthoff andreas.kruthoff@softwired-inc.com
Sent by: rt-users-admin@lists.fsck.com
04/10/2002 02:23 AMTo: rt-users@lists.fsck.com
cc:
Subject: Re: [rt-users] History does not show long messages

Have a look a Ticket/Elements/ShowTransaction and search for
$MAX_INLINE_BODY
This specifies the size.

-andreas

Hello all,

Today I stumbled across a situation in RT (2.0.11). We received four
(so
far) tickets with a lot of text in them. The messages were emails that
were forwarded to a large number of people and then forwarded to RT,
thus
they had the old ‘To:’ line in them. When the ticket is view via RT’s
web, none of the text of the initial message shows up. We are able to
see
the headers, the display mode and the download link, but not the text of
the message.

I did notice that in each case the message size listed next to the
download link was in excess of 13k. The download link works fine and
the
original message is displayed when clicked. And I checked the database
to
make sure the information was in there (it was). The reply link also
works fine, bringing the original message into the reply window.

It sure seems that this is related to the size of the message. Is there
a
restriction on the size of the text that the web interface can display
for
the history? I did not notice any settings in config.pm for limiting
this.

Thanks,

    - Chris

History Display mode: [Brief
headers] [Full headers]

Tue Apr 9 17:05:02 2002
user@domain.com - Ticket created

                       [Reply] [Comment]
                       Download (untitled) 13.9k

Subject: CYGWIN Problem
To: RT@domain.com
Cc: foo@domain.com
From: user@domain.com
Date: Tue, 9 Apr 2002 14:02:35 -0700

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