Text file attachments being stripped

RT Users
1

Hi,

            We are seeing an odd thing happening with outbound email

when there is a text file attachment. It’s being stripped out at some
point. All other file attachments work fine. Also inbound text file work
fine.

The ticket history does show the text/plain attachment on the
Correspondence added transaction.

$MailCommand is set to the default sendmailpipe.

Anyone know why or what is dropping the text/plain attachments outbound?

Thanks,

Alex

2

Hi,

We are seeing an odd thing happening with outbound email when there is a
text file attachment. It’s being stripped out at some point. All other
file attachments work fine. Also inbound text file work fine.

The ticket history does show the text/plain attachment on the
Correspondence added transaction.

$MailCommand is set to the default sendmailpipe.

Anyone know why or what is dropping the text/plain attachments outbound?

You haven’t provided enough info except for us to hazard guesses. What
kind of outbound mail? Have you pinpointed where the attachment is
getting stripped? Is it after it’s out of RT’s hands?

Thomas

3

It’s a standard response to a ticket. So far I am drawing a blank as to where it might be stripped out of the email. The actual response is received, but without the attachment.

As it’s an internal mail it’s only going direct to our Exchange server, and the Exchange server is happy with all other text files and other attachments, so I’m looking at RT or something else on the Linux server stripping the files, but again, only on outbound.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: 18 October 2011 17:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] text file attachments being stripped

On 10/18/2011 08:17 AM, Alex Young wrote:

Hi,

We are seeing an odd thing happening with outbound email when there is
a text file attachment. It’s being stripped out at some point. All
other file attachments work fine. Also inbound text file work fine.

The ticket history does show the text/plain attachment on the
Correspondence added transaction.

$MailCommand is set to the default sendmailpipe.

Anyone know why or what is dropping the text/plain attachments outbound?

You haven’t provided enough info except for us to hazard guesses. What kind of outbound mail? Have you pinpointed where the attachment is getting stripped? Is it after it’s out of RT’s hands?

Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)

  • Washington DC, USA October 31 & November 1, 2011
  • Barcelona, Spain November 28 & 29, 2011
4

It’s a standard response to a ticket. So far I am drawing a blank as
to where it might be stripped out of the email. The actual response
is received, but without the attachment.

As it’s an internal mail it’s only going direct to our Exchange
server, and the Exchange server is happy with all other text files
and other attachments, so I’m looking at RT or something else on the
Linux server stripping the files, but again, only on outbound.

You can temporarily set your MailCommand to testfile to capture outgoing
mail to a file and see if the attachment is present in the mail RT spits
out.

Can you show us the relevant transaction in the web UI?

Thomas

5

Hi,

You can at least force RT to record outgoing emails (may be it’s
already active) and then take look at them to identify who is
responsible. In the UI if you have enough permissions you should see
transactions with Show link.On Tue, Oct 18, 2011 at 8:19 PM, Alex Young AlexYoung@housingpartners.co.uk wrote:

It’s a standard response to a ticket. So far I am drawing a blank as to where it might be stripped out of the email. The actual response is received, but without the attachment.

As it’s an internal mail it’s only going direct to our Exchange server, and the Exchange server is happy with all other text files and other attachments, so I’m looking at RT or something else on the Linux server stripping the files, but again, only on outbound.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: 18 October 2011 17:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] text file attachments being stripped

On 10/18/2011 08:17 AM, Alex Young wrote:

Hi,

We are seeing an odd thing happening with outbound email when there is
a text file attachment. It’s being stripped out at some point. All
other file attachments work fine. Also inbound text file work fine.

The ticket history does show the text/plain attachment on the
Correspondence added transaction.

$MailCommand is set to the default sendmailpipe.

Anyone know why or what is dropping the text/plain attachments outbound?

You haven’t provided enough info except for us to hazard guesses. What kind of outbound mail? Have you pinpointed where the attachment is getting stripped? Is it after it’s out of RT’s hands?

Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Washington DC, USA October 31 & November 1, 2011
  • Barcelona, Spain November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Washington DC, USA October 31 & November 1, 2011
  • Barcelona, Spain November 28 & 29, 2011

Best regards, Ruslan.