How to handle HTML-formatted messages sent into RT via the email gateway

RT Users
1

We are experiencing messages within RT that are too large to display
and then pretty much unreadable when you do the download option.

It appears that most are a byproduct of HTML-formatted messages sent
into RT via the email gateway

Is there a setting to help RT handle this better?

Thanks in advance

Joe

Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - kirby@umbc.edu

2

We are experiencing messages within RT that are too
large to display and then pretty much unreadable when
you do the download option.

It appears that most are a byproduct of HTML-formatted
messages sent into RT via the email gateway

Is there a setting to help RT handle this better?

Thanks in advance

Joe

Hi Joe et al

Bit of a sledgehammer as it sets all mail to plain text so you lose the
formatting, but you could set this, in RT_SiteConfig.

Set($PreferRichText, undef);

Other thoughts:

If your users are using Outlook get them to change from rich text format to
html, if thet’re using that.

If your users are using MS Word to create they’re mails, this adds a lot of
generic xml. You may be able to modify Words behaviour to reduce this, but I
dont know for sure.

Hope some of that is useful

regards
garry

Dr Garry Booth
IT Services
Loughborough University

3

We are experiencing messages within RT that are too large to
display and then pretty much unreadable when you do the download
option.

It appears that most are a byproduct of HTML-formatted messages
sent into RT via the email gateway

Is there a setting to help RT handle this better?

Thanks in advance

Joe

Hi Joe et al

Bit of a sledgehammer as it sets all mail to plain text so you lose
the formatting, but you could set this, in RT_SiteConfig.

Set($PreferRichText, undef);

Since that is the default, it sounds a lot like Joe wants to turn that
setting to 1 instead, and look at the MaxInlineBody setting

Also, TrustHTMLAttachments will make the ‘full email’ render as HTML,
but we turn that off by default for security.

-kevin