Searching Ticket Body and converting to UTF8

RT Users
1

Hi,

Two questions:

One of the RFE’s that I keep getting asked for, is to make the body or
message portion of tickets searchable. Is this possible, or is it
something that is planned for the future or has it been dropped as too
difficult an idea to implement?

Does anyone have a working example of converting inbound emails from non
ISO-8859-1 (Latin 1) to UTF-8 so that we don’t get corruptions. I’m
currently struggling converting Kanji to UTF-8 using Unicode::Map8 and
Unicode::Map.

If anyone know of a better way, can you let me know.

Thanks

Rik

2

Hi,

Two questions:

One of the RFE’s that I keep getting asked for, is to make the body or
message portion of tickets searchable. Is this possible, or is it
something that is planned for the future or has it been dropped as too
difficult an idea to implement?

I thought this already is possible, since the ‘body’ of an email is
just handled as the first mime attachment in RT-Think. So, on the
search page, You should be able to search

Attachment Content matches foo

to get any mail that has “foo” in the body.

Regards,
Harald

3

I thought this already is possible, since the ‘body’ of an email is
just handled as the first mime attachment in RT-Think. So, on the
search page, You should be able to search

Attachment Content matches foo

to get any mail that has “foo” in the body.

Wow! I did not know that. I’ve tested it out and it does not work if you have real actual attachment. I had a MS word file and it has “outlook” in it and RT found that. But the ticket history had no “outlook” in it. Also when I tried to look for “Jon” it found “John” instead. So does it match a word that closely resembles “Jon?”

Well it’s better than nothing. =)

I’m using RT 3.0.12.

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4

Jonathan Chen wrote:

I thought this already is possible, since the ‘body’ of an email is
just handled as the first mime attachment in RT-Think. So, on the
search page, You should be able to search

Attachment Content matches foo

to get any mail that has “foo” in the body.

Wow! I did not know that. I’ve tested it out and it does not work if you have real actual attachment. I had a MS word file and it has “outlook” in it and RT found that. But the ticket history had no “outlook” in it. Also when I tried to look for “Jon” it found “John” instead. So does it match a word that closely resembles “Jon?”
If you want to avoid real attachments(files) then add another search
condition:

Ticket attachment content-type matches ‘text’.

5

That did the trick. Thanks!