RT 4.2.8 reply emails go out blank

On certain email replies the mail arrives blank to the recipient.

In syslog

Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in
concatenation (.) or string at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
211.
Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text:
Can’t call method “content” on an undefined value at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
217.#012#012Stack:#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1804]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:348]#012 [template:6]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:556]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:506]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:434]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:414]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:139]#012
[/opt/rt4/sbin/…/lib/RT/Action/Notify.pm:69]#012
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:223]#012
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:637]#012
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:358]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:189]#012
[/opt/rt4/sbin/…/lib/RT/Record.pm:1694]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:1617]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:1510]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:2343]#012
[/opt/rt4/share/html/Ticket/Display.html:165]#012
[/opt/rt4/share/html/Ticket/Update.html:303]#012
[/opt/rt4/share/html/Ticket/autohandler:66]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:681]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:369]#012
[/opt/rt4/share/html/autohandler:53]
Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in
concatenation (.) or string at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
211.
Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text:
Can’t call method “content” on an undefined value at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
217.#012#012Stack:#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1804]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:348]#012 [template:3]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:556]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:506]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:434]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:414]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:139]#012
[/opt/rt4/sbin/…/lib/RT/Action/Notify.pm:69]#012
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:223]#012
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:637]#012
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:358]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:189]#012
[/opt/rt4/sbin/…/lib/RT/Record.pm:1694]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:1617]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:1510]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:2343]#012
[/opt/rt4/share/html/Ticket/Display.html:165]#012
[/opt/rt4/share/html/Ticket/Update.html:303]#012
[/opt/rt4/share/html/Ticket/autohandler:66]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:681]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:369]#012
[/opt/rt4/share/html/autohandler:53]
Jan 27 09:09:37 irf RT: [12747] Use of uninitialized value $_ in
concatenation (.) or string at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
211.
Jan 27 09:09:37 irf RT: [12747] Failed to downgrade HTML to plain text:
Can’t call method “content” on an undefined value at
/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm line
217.#012#012Stack:#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:217]#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:101]#012
[/usr/local/share/perl/5.14.2/HTML/FormatText/WithLinks/AndTables.pm:83]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1804]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:348]#012 [template:3]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:556]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:506]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:434]#012
[/opt/rt4/sbin/…/lib/RT/Template.pm:414]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:139]#012
[/opt/rt4/sbin/…/lib/RT/Action/Notify.pm:69]#012
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:223]#012
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:637]#012
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:358]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:189]#012
[/opt/rt4/sbin/…/lib/RT/Record.pm:1694]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:1617]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:1510]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:2343]#012
[/opt/rt4/share/html/Ticket/Display.html:165]#012
[/opt/rt4/share/html/Ticket/Update.html:303]#012
[/opt/rt4/share/html/Ticket/autohandler:66]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:681]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:369]#012
[/opt/rt4/share/html/autohandler:53]

Not sure how to address this. It is problematic as we have no idea which
replies go out blank.

Thanks in advance.

View this message in context: http://requesttracker.8502.n7.nabble.com/RT-4-2-8-reply-emails-go-out-blank-tp59465.html

On certain email replies the mail arrives blank to the recipient.

This is caused by failure of the HTML -> Text rendering engine. It
triggers on email (or comments/correspondence) which need to be
embedded into plain-text templates; the most common failing case is
HTML that includes tables.

We’re testing a branch (4.2/html-external-formatter) which we expect to
be in 4.2.10; it addresses the problem by adding an optional dependency
(HTML::FormatExternal) which uses an external text-only browser
(such as w3m or elinks) to render the HTML to text.

  • Alex

Is there any work around for now?
How would users know their messages went out blank?
Any suggestions would be great!
Any idea on when 4.2.10 will be released?

Thanks,
Gilbert.On 1/29/2015 2:49 PM, Alex Vandiver wrote:

On Thu, 29 Jan 2015 11:50:25 -0700 (MST) juniorsa gilbert@dido.ca wrote:

On certain email replies the mail arrives blank to the recipient.
This is caused by failure of the HTML -> Text rendering engine. It
triggers on email (or comments/correspondence) which need to be
embedded into plain-text templates; the most common failing case is
HTML that includes tables.

We’re testing a branch (4.2/html-external-formatter) which we expect to
be in 4.2.10; it addresses the problem by adding an optional dependency
(HTML::FormatExternal) which uses an external text-only browser
(such as w3m or elinks) to render the HTML to text.

  • Alex

Is there any work around for now?

Switching to HTML templates is one solution. This will only mask the
issue somewhat, however, as the plain-text alternative part will be
blank, and the text/html will appear fine.

How would users know their messages went out blank?

There’s a warning in the logs. The end-users click on the “Show
Outgoing Email” link, if it’s available to them, to see what RT sent
out.

Any idea on when 4.2.10 will be released?

I expect a release candidate next week, with the official 4.2.10 a
couple weeks thereafter.

  • Alex