RT 4.2.2 - inline images are not shown in tickets

I have made a fresh install of RT 4.2.1 yesterday and noticed, that when I
create a ticket using RT Web interface (rich text) and paste a screenshot or
any other image to the editor, this image not being shown in either e-mail
sent to requestor (tested with Outlook 2003 and Outlok 2010), or in ticket
history.

Outlook only shows placeholder for the image (apparently cannot decode it),
and ticket history displays ‘Message body is not shown because it is too
large’ (see picture below). Actual message content includes encoded picture,
but, for some reason, it cannot be displayed. Message source can be seen
here: https://www.dropbox.com/s/3ckr5arkk8lk1o9/message.txt
https://www.dropbox.com/s/3ckr5arkk8lk1o9/message.txt

I upgraded immediately to 4.2.2 (all went fine, cleared object cache as per
README), but same issue exists.

Any clue on how to approach this issue? Could it be that scrubber is somehow
altering the message when posting it through werb interface? We have a
default install, so inline images are allowed by configuration.
http://requesttracker.8502.n7.nabble.com/file/n56491/ticket1.png
Alexey

View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-2-inline-images-are-not-shown-in-tickets-tp56491.html

Outlook only shows placeholder for the image (apparently cannot decode
it), and ticket history displays ‘Message body is not shown because it
is too large’ (see picture below).

This is likely the key issue. There is a config value that defines the
max size that will be displayed inline. As noted in the docs, you can
set this in individual preferences or in the main RT_SiteConfig.pm, so
you can test it easily by changing the user preference and re-checking
your ticket.

http://bestpractical.com/docs/rt/latest/RT_Config.html#MaxInlineBody

Jim Brandt-2 wrote

Outlook only shows placeholder for the image (apparently cannot decode
it), and ticket history displays ‘Message body is not shown because it
is too large’ (see picture below).

This is likely the key issue. There is a config value that defines the
max size that will be displayed inline. As noted in the docs, you can
set this in individual preferences or in the main RT_SiteConfig.pm, so
you can test it easily by changing the user preference and re-checking
your ticket.

RT Config - RT 5.0.3 Documentation - Best Practical

I have changed preferences for the user to 300K instead of defauilt 12000
(as my test ticket with image is about 240K). Guess what - there is no
picture. But now things changed, instead of ‘Message body not shown’ I see
empty space.

http://requesttracker.8502.n7.nabble.com/file/n56494/ticket2.png

View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-2-inline-images-are-not-shown-in-tickets-tp56491p56494.html

I have made a fresh install of RT 4.2.1 yesterday and noticed, that
when I create a ticket using RT Web interface (rich text) and paste a
screenshot or any other image to the editor, this image not being
shown in either e-mail sent to requestor (tested with Outlook 2003 and
Outlok 2010), or in ticket history.

Sadly, RT does not support the inline image pasting functionality of
CKEditor, since that requires running some of the server-side code of
CKeditor which we do not support. Your best option is to use the
"Attach:" box directly below the text entry area.

  • Alex

Alex Vandiver wrote> On Tue, 2014-02-04 at 04:20 -0800, Alexey Bozrikov wrote:

I have made a fresh install of RT 4.2.1 yesterday and noticed, that
when I create a ticket using RT Web interface (rich text) and paste a
screenshot or any other image to the editor, this image not being
shown in either e-mail sent to requestor (tested with Outlook 2003 and
Outlok 2010), or in ticket history.

Sadly, RT does not support the inline image pasting functionality of
CKEditor, since that requires running some of the server-side code of
CKeditor which we do not support. Your best option is to use the
“Attach:” box directly below the text entry area.

  • Alex

Thank you very much for the answer, attaching images will do for the time
being. For some reason, inline image pasting works to a limited extent now
(only when pasting to a newly-created ticket through Web interface), and
that led my colleagues to attempts to use the feature.

Alexey
View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-2-inline-images-are-not-shown-in-tickets-tp56491p56509.html