No ticket content in replies

hi @all,

digging through the archives didn’t help. maybe somebody out there can.

my problem :
i’ ve got several email-generated tickets containing attachments (mostly
screenshots < 200kb). if i reply to one of those tickets via the webui, the
original ticket-text is not quoted. the “Update ticket” screen just repeats
the requestor email and issue date and a single ‘>’ without any ticket-text
(see below).

[dont_need_to_know@subshell.com - Thu Jul 18 18:36:29 2002]:

this (to may knowledge) only occurs, if the ticket contains any kind of
attachment.
anybody expirienced the same ?

any help will be greatly appreciated.

my config :
RT 2.0.13
MySQL 3.23.4

Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

t +49.40. 431 362-25
f +49.40. 431 362-29
e awahlfeldt@subshell.com

Andreas Wahlfeldt wrote:

i’ ve got several email-generated tickets containing attachments (mostly
screenshots < 200kb). if i reply to one of those tickets via the webui, the
original ticket-text is not quoted. the “Update ticket” screen just repeats
the requestor email and issue date and a single ‘>’ without any ticket-text
(see below).

Could you be seeing the same thing as in

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

?

Phil Homewood wrote:

Andreas Wahlfeldt wrote:

i’ ve got several email-generated tickets containing attachments (mostly
screenshots < 200kb). if i reply to one of those tickets via the webui, the
original ticket-text is not quoted. the “Update ticket” screen just repeats
the requestor email and issue date and a single ‘>’ without any ticket-text
(see below).

Could you be seeing the same thing as in

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

?


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

I know this problem from netscape users forwarding mails inline anf having
vCards attached.
Most of the time, the real mail content (the forwarded message) is available as
an ‘attachment’.
Forwarded emails with attachments in them are not shown at all in some cases -
I haven’t checked that users’ mua configuration yet.

Regards,
Harald

Harald WagenerAn der Alster 4220099 Hamburg*http://www.fcb-wilkens.com

hwagener.vcf (202 Bytes)

@harald,
@phil,
@all,

hi folks,

thanx for your replies.

Could you be seeing the same thing as in

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

?

yep. that’s the problem (sorry, i missed this one).

i’ve got customers sending things like

<------------example 1---------------------------------

MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="----=_NextPart_000_005A_01C2324B.4F2620B0"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 6.00.2600.0000
X-MIMEOLE: Produced By Microsoft MimeOLE V6.00.2600.0000

This is a multi-part message in MIME format.

------=_NextPart_000_005A_01C2324B.4F2620B0
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: 7bit

what ever

------=_NextPart_000_005A_01C2324B.4F2620B0
Content-Type: application/x-zip-compressed;
name="newsform_sub_dani.zip"
Content-Transfer-Encoding: base64
Content-Disposition: attachment;
filename=“newsform_sub_dani.zip”

UEsDBBQAAAAIANdUmSx/8YS7ogMAAFoMAAAWAAAAbmV3c2Zvcm1fc3ViX2RhbmkuaHRtbK1XS2/b
etc.

------=_NextPart_000_005A_01C2324B.4F2620B0–

------------example 1--------------------------------->

this is accepted by rt; if i reply ticket content is quoted.
BUT i’ve i get anything like

<------------example 2---------------------------------

MIME-Version: 1.0
Content-Type: multipart/mixed;
boundary="----=_NextPart_000_0042_01C2324A.CAA14310"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 6.00.2600.0000
X-MIMEOLE: Produced By Microsoft MimeOLE V6.00.2600.0000

This is a multi-part message in MIME format.

------=_NextPart_000_0042_01C2324A.CAA14310
Content-Type: multipart/alternative;
boundary="----=_NextPart_001_0043_01C2324A.CAA14310"

------=_NextPart_001_0043_01C2324A.CAA14310
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

what ever

------=_NextPart_001_0043_01C2324A.CAA14310
Content-Type: text/html;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

shortened , you know what's here, don't you.

------=_NextPart_001_0043_01C2324A.CAA14310–

------=_NextPart_000_0042_01C2324A.CAA14310
Content-Type: application/x-zip-compressed;
name="newsform_sub_dani.zip"
Content-Transfer-Encoding: base64
Content-Disposition: attachment;
filename=“newsform_sub_dani.zip”

UEsDBBQAAAAIANdUmSx/8YS7ogMAAFoMAAAWAAAAbmV3c2Zvcm1fc3ViX2RhbmkuaHRtbK1XS2/b
etc.
------=_NextPart_000_0042_01C2324A.CAA14310–

------------example 2--------------------------------->

the content IS NOT quoted if i reply.
this is a kind of annoying ‘feature’, because 1/3 of our tickets are written
like the above and i fear that i won’t make our customers change their
email_sending_habbits.
so, will we end up with coppy+paste ticket-content from the webui history
into our replies (guess staff gonna like that :-()
or does anybody have an idea howto_get_around_this™ ?

Liebe Gruesse aus der Weidenallee

cu
andreas

Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

t +49.40. 431 362-25
f +49.40. 431 362-29
e awahlfeldt@subshell.com