Serious problem with mime/html format email containing attachments

Hi all

We have a serious problem with rt 3.8.8. I have created and HTML template
for auto reply as you could see below. When I send HTML email, I got the
autoreply in a good way, i.e. I got an HTML email as same as what I sent to
RT. But if there is any attachment, I will get plain text email!

My client is outlook 2010. I have attached my requests and replies (it took
files from unix mail server. i.e. while sending email to RT, put another
email as bcc and went to my shell and download the email file directly and
change the extension to .eml. also I removed extra “=” from end of each
lines)

It seems outlook include plaint text version as well and RT could not handle
it while there is other attachments rather than MIME format… I could not
get deeper and find reasonable solution.

In addition I have backported RescueOutlook from 3.8.11 but there wasn’t any
success. ( I backported lib/RT/Transaction_Overlay.pm and lib/RT/
EmailParser.pm)

— template-startSubject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

Dear Partner,

This is an automated response confirming the receipt of your ticket. You will be updated shortly by an engineer whom will assist you further.

For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

Ticket ID:[{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}]

Subject:"{$Ticket->Subject()}"

Thank you, testel Global NOC {$Ticket->QueueObj->CorrespondAddress()}

{$Transaction->Content()}

— template-end

Any comment appreciated

2-request-with-attach.eml (35.9 KB)

2-ack-with-attach.eml (3.35 KB)

1-request-no-attach.eml (4.95 KB)

1-ack-no-attach.eml (6.43 KB)

We have a serious problem with rt 3.8.8. I have created and HTML
template for auto reply as you could see below. When I send HTML email,
I got the autoreply in a good way, i.e. I got an HTML email as same as
what I sent to RT. But if there is any attachment, I will get plain text
email!

I believe, but am not certain, that this is related to the
"multipart/related" MIME type in your “2-request-with-attach.eml” and is
fixed in the 4.0 series of RT.

You could spin up a 4.0 test instance somewhere to try it out.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, October 16, 2012 8:30 PM

We have a serious problem with rt 3.8.8. I have created and HTML
template for auto reply as you could see below. When I send HTML
email, I got the autoreply in a good way, i.e. I got an HTML email as
same as what I sent to RT. But if there is any attachment, I will get
plain text email!

I believe, but am not certain, that this is related to the
“multipart/related” MIME type in your “2-request-with-attach.eml” and is
fixed in the 4.0 series of RT.

You could spin up a 4.0 test instance somewhere to try it out.

Hi Thomas
I tried 4.0.7 a few minutes ago. Unfortunately the result is as same as
3.8.8