Problems with attachments and Lotus Notes

RT Users
1

Hello all,

I’m having some problems with attachments and Request Tracker 3.0.6. When
one sends an e-mail to the RT address with Lotus Notes and an attachment,
the attachment is lost, as well as the body of the e-mail (which is
obviously even more annoying). The ticket that gets opened only retains the
subject of the e-mail as well as the headers. The raw e-mail looks like
this :

[SMTP headers… Those look sane.]

[Body of the e-mail]

(See attached file: foo.jpg)

(UUEncoded file named: foo.jpg follows)
(Its format is: JPEG File Interchange )

begin 644 foo.jpg
[The uuencoded block]
end

So the uuencoded attachment is just put as is in the mail by Lotus (no idea
if that’s the problem).

Sending the same e-mail with various other mail clients works ok, so it’s
not a problem with the size of the attachment (and besides, both the
$TruncateLongAttachments and the $DropLongAttachments variables are set to
undef).

Looking at the Attachments table of the rt3 database, it seems the
attachment is properly recorded in the database as I can see the uuencoded
data.

RT didn’t mail anything to the admin address, and it didn’t log anything
either.

Other people have reported similar problems, but I didn’t see any suggested
workarounds or patches. Should I report this in the bugs database ?

Cheers,
Maxime

2

Maxime,
can you send me personal mail which contains an attachment and
exhibits this issue?

Best,
JesseOn Thu, Nov 27, 2003 at 04:06:46PM +0100, Maxime Henrion wrote:

Hello all,

I’m having some problems with attachments and Request Tracker 3.0.6. When
one sends an e-mail to the RT address with Lotus Notes and an attachment,
the attachment is lost, as well as the body of the e-mail (which is
obviously even more annoying). The ticket that gets opened only retains the
subject of the e-mail as well as the headers. The raw e-mail looks like
this :

[SMTP headers… Those look sane.]

[Body of the e-mail]

(See attached file: foo.jpg)

(UUEncoded file named: foo.jpg follows)
(Its format is: JPEG File Interchange )

begin 644 foo.jpg
[The uuencoded block]
end

So the uuencoded attachment is just put as is in the mail by Lotus (no idea
if that’s the problem).

Sending the same e-mail with various other mail clients works ok, so it’s
not a problem with the size of the attachment (and besides, both the
$TruncateLongAttachments and the $DropLongAttachments variables are set to
undef).

Looking at the Attachments table of the rt3 database, it seems the
attachment is properly recorded in the database as I can see the uuencoded
data.

RT didn’t mail anything to the admin address, and it didn’t log anything
either.

Other people have reported similar problems, but I didn’t see any suggested
workarounds or patches. Should I report this in the bugs database ?

Cheers,
Maxime

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3 
Hello all,

I’m having some problems with attachments and Request Tracker 3.0.6. When
one sends an e-mail to the RT address with Lotus Notes and an attachment,
the attachment is lost, as well as the body of the e-mail (which is
obviously even more annoying). The ticket that gets opened only retains the
subject of the e-mail as well as the headers. The raw e-mail looks like
this :

  1. The email isn’t dropped. It’s just not displayed by RT. (There’s a
    download link for it to the right)

  2. The actual problem is that RT wasn’t set up to decode UUEncoded
    attachments. This was a one-line fix to the EmailParser.pm class to
    instruct MIME::Entity to do the right thing. The change will be
    committed to the repository as soon as the test suite finishes running
    and will be available in 3.0.8. FWIW, newer versions of Notes are
    reported to deal much better with RT and the rest of the world.

    Jesse

So the uuencoded attachment is just put as is in the mail by Lotus (no idea
if that’s the problem).

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

4

Jesse Vincent wrote:

Hello all,

I’m having some problems with attachments and Request Tracker 3.0.6.
When
one sends an e-mail to the RT address with Lotus Notes and an
attachment,
the attachment is lost, as well as the body of the e-mail (which is
obviously even more annoying). The ticket that gets opened only retains
the
subject of the e-mail as well as the headers. The raw e-mail looks like
this :

  1. The email isn’t dropped. It’s just not displayed by RT. (There’s a
    download link for it to the right).

Indeed, I missed that previously.

  1. The actual problem is that RT wasn’t set up to decode UUEncoded
    attachments. This was a one-line fix to the EmailParser.pm class to
    instruct MIME::Entity to do the right thing. The change will be
    committed to the repository as soon as the test suite finishes running
    and will be available in 3.0.8. FWIW, newer versions of Notes are
    reported to deal much better with RT and the rest of the world.

I grabbed the diff and applied it to my version, ie I added the line below :

$parser->extract_uuencode(1);

in the EmailParser.pm file and restarted the apache server but it didn’t
solve my problem. Does this change depends on other changes that I may not
have yet ? I’m using RT 3.0.6.

Thanks for your help,
Maxime