RT 4.2.8 reply emails go out blank

RT Users
1

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

2

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
3

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
4

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