Problem with attached files not sent

RT Users
1

Hi,

Here’s my problem !

First, I’m using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch).

I use the web interface to reply to my customers tickets and I have to
attach files to my replies.

So I attach files with the “choose file” and then “Add more files” buttons.

When I update the ticket, sometimes no files are sent, sometimes juste 1
of 2 files is sent, sometimes everything works ok.

I tested to reply to a ticket with 6 files, 4 times (with the same files)

  • 1st try, only 5 files were sent
  • 2nd try, all the 6 files were sent
  • 3rd try, 4 files were sent
  • 4th try, 5 files were sent

I’ve got no error in the apache log, and I’ve not seen this kind of
problem anywhere.

Help is very welcomed :wink:

Thanks

2

Hi,

to which mail-server do you send your mails? Are there any spam-filter on the way? Did you check the mail-server-logs?

Juergen-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Julien Rampon
Gesendet: Mittwoch, 14. April 2010 18:04
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] problem with attached files not sent

Hi,

Here’s my problem !

First, I’m using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian (etch).

I use the web interface to reply to my customers tickets and I have to
attach files to my replies.

So I attach files with the “choose file” and then “Add more files” buttons.

When I update the ticket, sometimes no files are sent, sometimes juste 1
of 2 files is sent, sometimes everything works ok.

I tested to reply to a ticket with 6 files, 4 times (with the same files)

  • 1st try, only 5 files were sent
  • 2nd try, all the 6 files were sent
  • 3rd try, 4 files were sent
  • 4th try, 5 files were sent

I’ve got no error in the apache log, and I’ve not seen this kind of
problem anywhere.

Help is very welcomed :wink:

Thanks

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

Hi Juergen,

The problem is worse than just a spam-filter, as some of the files are
randomly omitted when uploading with the web interface : for example, if
we attach five files, the interface shows perhaps 3 (in the outgoing
mail) and the customer receives only these 3.
However, if the customer sends 5 files by email, all 5 are received and
visible in the web interface.

Julien

Fritz wrote:

4

Don’t know if it’s related, but there some issue with selecting the proper
txt and html pair as the message body when sending emails. It will often
pick up an attached text file as the body of the message, and then attach
the body separately.

Mathieu Longtin
1-514-803-8977On Wed, Apr 14, 2010 at 1:04 PM, Julien Rampon jtb@diantre.net wrote:

Hi Juergen,

The problem is worse than just a spam-filter, as some of the files are
randomly omitted when uploading with the web interface : for example, if
we attach five files, the interface shows perhaps 3 (in the outgoing
mail) and the customer receives only these 3.
However, if the customer sends 5 files by email, all 5 are received and
visible in the web interface.

Julien

Fritz wrote:

Hi,

to which mail-server do you send your mails? Are there any spam-filter on
the way? Did you check the mail-server-logs?

Juergen

-----Ursprüngliche Nachricht-----
Von: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] Im Auftrag von Julien Rampon
Gesendet: Mittwoch, 14. April 2010 18:04
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] problem with attached files not sent

Hi,

Here’s my problem !

First, I’m using RT 3.8.1, perl 5.8.8 and mysql 5.0.32 on a debian
(etch).

I use the web interface to reply to my customers tickets and I have to
attach files to my replies.

So I attach files with the “choose file” and then “Add more files”
buttons.

When I update the ticket, sometimes no files are sent, sometimes juste 1
of 2 files is sent, sometimes everything works ok.

I tested to reply to a ticket with 6 files, 4 times (with the same files)

  • 1st try, only 5 files were sent
  • 2nd try, all the 6 files were sent
  • 3rd try, 4 files were sent
  • 4th try, 5 files were sent

I’ve got no error in the apache log, and I’ve not seen this kind of
problem anywhere.

Help is very welcomed :wink:

Thanks

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com