We sometimes receive tickets that need to be forwarded. When an RT ticket with attachments is forwarded to another email address using RT’s (v. 5.0.4) “Forward” function, the process sometimes works, but sometimes it doesn’t. In cases where it doesn’t work, the recipient receives the forwarded ticket as an email, but the attachment (e.g., PDF or JPG) appears as nonsensical text, like in the image:
This garbled text is long enough to represent the entire content of the attachment but is completely unreadable. The garbled text appears after an extensive header section in the email.
We’ve tried to identify the cause by testing various combinations—some forwards originating from tickets created in RT, others from emails initially sent via Outlook or Gmail—but we haven’t been able to pinpoint any specific factor that consistently causes or prevents this issue.
Has anyone encountered this problem before? Could it be related to, for example, the HTML formatter?