I have fighting with this problem two days, but I still have no clue.
The problem is this: suddenly RT will not send attachments.
Unfortunately we send attachments very rarely, so I cannot exactly say when this behaviour started. It could be that it started from the day I upgraded our installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate, RT-Extension-SpawnLinkedTicketInQueue-1.01).
I tried everything I could to debug the problem. I am sure sendmail is working well, because I can send mails with attachments using the simple “mail” interface from the same server where RT resides.
I just finished examining RT’s log (in debug mode), regarding a test ticket I created and then resolved adding an attachment. There is no error at all in the log, let alone a warning message that says
[warning]: Couldn’t load object RT::Transaction #0 (/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:3026)
but I don’t think this is a real problem, since we had have this type of message for a long time with no apparent symptoms (please reply if I’m wrong).
I can easily see that RT is skipping the attachment somehow. Here is an old header from a mail of ticket that contained an attachment:Subject: [DBA #7162] prova allegato
From: “Cristiano Guadagnino via RT” dba@amended
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
Date: Mon, 23 Nov 2009 15:31:28 +0100
Content-Type: text/plain; charset="utf-8"
Here is the header from the mail of the test ticket I just created:
Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary="----------=_1422441180-4767-8"
From: “Cristiano Guadagnino via RT” email@example.com:firstname.lastname@example.org
X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
Date: Wed, 28 Jan 2015 11:33:00 +0100
We have not changed the resolution template recently (I mean in the last 2 years). The template starts with:
It is as if the RT-Attach-Message special header didn’t work anymore, or if it suddenly doesn’t consider the attachment in the last transaction.
I am out of ideas, could somebody try to help me?
Thank you in advance.