No Content from Replies for Requestors!

I have a strange situation.
We are rolling out RT 3.8.8 and have hit the following issues a couple of
times now, but not always!
Replies Sent out to our Requestors and Cc sometime show “Transaction
contains no content” when there IS content,
and in fact the AdminCcs get the message on the same transaction!

Here is the suspect template that is used for Requestors and Cc (slightly
change from the default Correspondence template):

RT-Attach-Message: yes
Sender: Company Support help@email.comFrom: Company Support help@email.com

{$Transaction->Content()}

<URL: {RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Ticket->id} >

Whereas the AdminCc is almost the same, except I don’t make the Sender&From
Anonymous and I add the Owner to the subject:
RT-Attach-Message: yes
Subject: Owner: ({$Ticket->OwnerObj->Name}) {$Ticket->Subject}

<URL: {RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

Here is a example of the emails generated (note: it had an XML attachment
for this one…another time it has SQL attached)
To Requestors & Ccs:
Sender: Company Support help@email.com
From: Company Support help@email.com
Subject: [RT#3144] FW: Multi Sample DC
Reply-To: help@email.com

MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12542
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit

This transaction appears to have no content

Ticket <URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144 >

To AdminCc:
Subject: [RT #3144] Owner: (me) FW: Multi Sample DC
From: “My Myself via RT” help@mail.com
Reply-To: help@mail.com

MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit

<URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144 >

Hello Scott,

Can you please import the following attachment. I just added a _1 to the end
of
the operation Id. Please let me know if that resolves your problem.

Thanks
Steve

Doing a more comprehensive search I’ve found more article that seem to have
the same behaviour, but no real CLEAR answer

I still don’t understand why the Admin correspondence works, but the
Requestor/Cc doesn’t

I tracked down the following from the log, that might help.

[Mon Jan 31 14:27:15 2011] [warning]: Couldn’t load object RT::Transaction
#0 (/opt/rt3/bin/…/lib/RT/Interface/Web.pm:1595)

I’ve done has some suggested by adding Content-type=text/html, and it seems
to kinda work!
It does the HTML message first…then a plain-text after showing all of the
html tags.

Other info.
I have SuppressInlineText turned on, but I didn’t think that would have an
effect on email.

Any thoughts?

SteveFrom: Steve McStravick [mailto:smcstravick@eyelit.com]
Sent: Thursday, February 03, 2011 9:34 AM
To: 'rt-users@lists.bestpractical.com’
Subject: No Content from Replies for Requestors!

I have a strange situation.
We are rolling out RT 3.8.8 and have hit the following issues a couple of
times now, but not always!
Replies Sent out to our Requestors and Cc sometime show “Transaction
contains no content” when there IS content,
and in fact the AdminCcs get the message on the same transaction!

Here is the suspect template that is used for Requestors and Cc (slightly
change from the default Correspondence template):

RT-Attach-Message: yes
Sender: Company Support help@email.com
From: Company Support help@email.com

{$Transaction->Content()}

<URL: {RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Ticket->id} >

Whereas the AdminCc is almost the same, except I don’t make the Sender&From
Anonymous and I add the Owner to the subject:
RT-Attach-Message: yes
Subject: Owner: ({$Ticket->OwnerObj->Name}) {$Ticket->Subject}

<URL: {RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

Here is a example of the emails generated (note: it had an XML attachment
for this one…another time it has SQL attached)
To Requestors & Ccs:
Sender: Company Support help@email.com
From: Company Support help@email.com
Subject: [RT#3144] FW: Multi Sample DC
Reply-To: help@email.com

MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12542
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit

This transaction appears to have no content

Ticket <URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144 >

To AdminCc:
Subject: [RT #3144] Owner: (me) FW: Multi Sample DC
From: “My Myself via RT” help@mail.com
Reply-To: help@mail.com

MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit

<URL: https://www.mycompany.com/rt3/Ticket/Display.html?id=3144 >

Hello Scott,

Can you please import the following attachment. I just added a _1 to the end
of
the operation Id. Please let me know if that resolves your problem.

Thanks
Steve

We are rolling out RT 3.8.8 and have hit the following issues a couple
of times now, but not always!

Replies Sent out to our Requestors and Cc sometime show “Transaction
contains no content” when there IS content,

It might be helpful here to see the original transactions and
attachments, pulled from the database.

Are the times you get “Transaction contains no content” generated from
email or web correspondence?

Thomas

Here are the transactions from the DB.

37795 RT::Ticket 3144 0 Correspond No Subject 1215
2011-02-02 20:22:44.0
37796 RT::Ticket 3144 0 EmailRecord
rt-3.8.8-13428-1296678164-1466.3144-5-0@eyelitrt 1 2011-02-02
20:22:45.0
37797 RT::Ticket 3144 0 EmailRecord
rt-3.8.8-13428-1296678165-1871.3144-23-0@eyelitrt 1 2011-02-02
20:22:46.0

And the attachments for these transactions:

12541 37795 0 rt-3.8.8-13428-1296678164-501.3144-0-0@eyelitrt
multipart/mixed “MIME-Version: 1.0
In-Reply-To: rt-3.8.8-13636-1296677828-472.3144-0-0@eyelitrt
X-Mailer: MIME-tools 5.428 (Entity 5.428)
References: RT-Ticket-3144@eyelitrt
9FF07362A2BFD446B95FC028D0B7B4D004F209C2@companyx.net
00cf01cbc30d$dc03d160$940b7420$@eyelit.com
rt-3.8.8-13429-1296677577-59.3144-23-0@eyelitrt
9FF07362A2BFD446B95FC028D0B7B4D004F209C3@companyx.net
rt-3.8.8-13636-1296677828-472.3144-0-0@eyelitrt
Content-Type: multipart/mixed; boundary=”----------=_1296678164-13428-5"
Message-ID: rt-3.8.8-13428-1296678164-501.3144-0-0@eyelitrt
X-RT-Original-Encoding: utf-8
RT-Send-CC:
RT-Send-BCC:
Content-Length: 0
" 1215 2011-02-02 20:22:44.0
12542 37795 12541 text/html none {all
the binary crap} "Content-Disposition: inline
Content-Type: text/html; charset=“UTF-8"
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 184
” 1215 2011-02-02 20:22:44.0
12543 37795 12541 W_DC_MEASUREMENT_1.xml
W_DC_MEASUREMENT_1.xml text/xml none {all the binary crap}
"MIME-Version: 1.0
X-Mailer: MIME-tools 5.428 (Entity 5.428)
Content-Type: text/xml; name="W_DC_MEASUREMENT_1.xml"
Content-Disposition: inline; filename=“W_DC_MEASUREMENT_1.xml"
Content-Transfer-Encoding: binary
Content-Length: 25099
” 1215 2011-02-02 20:22:44.0
12544 37796 0 rt-3.8.8-13428-1296678164-1466.3144-5-0@eyelitrt
[RT #3144] Owner: (support_person) FW: Multi Sample DC text/plain
none {all the binary crap} "Subject: [RT #3144] Owner: (support_person)
FW: Multi Sample DC
In-Reply-To: rt-3.8.8-13636-1296677828-472.3144-5-0@eyelitrt
References: RT-Ticket-3144@eyelitrt
9FF07362A2BFD446B95FC028D0B7B4D004F209C2@companyx.net
00cf01cbc30d$dc03d160$940b7420$@eyelit.com
rt-3.8.8-13429-1296677577-59.3144-23-0@eyelitrt
9FF07362A2BFD446B95FC028D0B7B4D004F209C3@companyx.net
rt-3.8.8-13636-1296677828-472.3144-5-0@eyelitrt
Message-ID: rt-3.8.8-13428-1296678164-1466.3144-5-0@eyelitrt
Precedence: bulk
X-RT-Loop-Prevention: mycompany.com
RT-Ticket: mycompany.com #3144
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: support_person@mycompany.com
Bcc: abunch_of_people@mycompany.com
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=“utf-8"
Content-Transfer-Encoding: 8bit
” 1 2011-02-02 20:22:45.0
12545 37797 0 rt-3.8.8-13428-1296678165-1871.3144-23-0@eyelitrt
[RT #3144] FW: Multi Sample DC text/plain none {all the
binary crap} "Sender: Support help@mycompany.comFrom: Eyelit Support help@mycompany.com
Subject: [RT #3144] FW: Multi Sample DC
Reply-To: help@mycompany.com
In-Reply-To: rt-3.8.8-13636-1296677828-472.3144-23-0@eyelitrt
References: RT-Ticket-3144@eyelitrt
9FF07362A2BFD446B95FC028D0B7B4D004F209C2@companyx.net
00cf01cbc30d$dc03d160$940b7420$@eyelit.com
rt-3.8.8-13429-1296677577-59.3144-23-0@eyelitrt
9FF07362A2BFD446B95FC028D0B7B4D004F209C3@companyx.net
rt-3.8.8-13636-1296677828-472.3144-23-0@eyelitrt
Message-ID: rt-3.8.8-13428-1296678165-1871.3144-23-0@eyelitrt
Precedence: bulk
X-RT-Loop-Prevention: mycompany.com
RT-Ticket: mycompany.com #3144
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: support_person@mycompany.com
To: my_customer@email.com
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Wed, 2 Feb 2011 15:22:45 -0500
RT-Attachment: 3144/37795/12542
RT-Attachment: 3144/37795/12543
Content-Type: text/plain; charset=“utf-8"
Content-Transfer-Encoding: 8bit
” 1 2011-02-02 20:22:46.0

Message: 2
Date: Fri, 04 Feb 2011 10:17:03 -0500
From: Thomas Sibley trs@bestpractical.com
To: RT Users rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No Content from Replies for Requestors!
Message-ID: 4D4C186F.4020707@bestpractical.com
Content-Type: text/plain; charset=UTF-8

I have a strange situation.
We are rolling out RT 3.8.8 and have hit the following issues a couple of
times now, but not always!
Replies Sent out to our Requestors and Cc sometime show “Transaction
contains no content” when there IS content,
and in fact the AdminCcs get the message on the same transaction!

Here is the suspect template that is used for Requestors and Cc (slightly
change from the default Correspondence template):

The really important thing is what Condition and Action are triggered
and for what transaction they trigger. Unfortunately, that
information is in the Message-Id which you trimmed.

-kevin

Here are the transactions from the DB.

37795 RT::Ticket 3144 0 Correspond No Subject 1215
2011-02-02 20:22:44.0
37796 RT::Ticket 3144 0 EmailRecord
rt-3.8.8-13428-1296678164-1466.3144-5-0@eyelitrt 1 2011-02-02
20:22:45.0
37797 RT::Ticket 3144 0 EmailRecord
rt-3.8.8-13428-1296678165-1871.3144-23-0@eyelitrt 1 2011-02-02
20:22:46.0

So, what are the Conditions, Actions and Templates for Scrips 5 and 23

-kevin

Scrip 5 - On Correspond Notify AdminCcs
Condition-On Correspond
Action: Notify AdminCcs
Template: Global template: Admin Correspondence
Stage: Transaction Create

Scrip 23 - On Correspond Notify-Anonymous Requestors and Ccs
Condition-On Correspond
Action: Notify Requestors and Ccs
Template: Global template: Anon-Correspondence
Stage: Transaction Create

Template - Admin Correspondence
RT-Attach-Message: yesSubject: Owner: ({$Ticket->OwnerObj->Name}) {$Ticket->Subject}

<URL: {RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

Template: Anon-Correspondence
Content-Type: text/html
RT-Attach-Message: yes
Sender: Eyelit Support help@eyelit.com
From: Eyelit Support help@eyelit.com

<URL: {RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

note I’ve since added “Content-Type: text/html” since I first posted this
problem, now it does give the correspondence (in HTML) followed by the
plain-text version with all of the html tags around it.

Thank you for your response.

Steve

From: Kevin Falcone falcone@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] No Content from Replies for Requestors!
Message-ID: 20110208212900.GA70280@jibsheet.com
Content-Type: text/plain; charset=“us-ascii”