Text/plain attachments not showing up inline

Dear RT Users,

I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more panicked emails about my config issues. I have that all sorted out and most everything is fine, just fine.

The one odd problem one of the users has noticed is that some text attachments are no longer being displayed inline. Normal email messages are fine. They come in something like this:Subject: RE: [PGR #92694] Firefly MV: LED flashing
Date: Mon, 7 Apr 2008 16:53:42 +0200
To: support@example.com
From: Oliver Machui machui@example.org
Download (untitled) [text/plain 289b]

And the message follows.

However, we have some web-form generated email messages that come in and the body of those messages does not display inline. They look basically the same:

Subject: RMA Report: Firefly MV S/N 7140913
Date: Wed, 2 Apr 2008 08:37:30 -0700
To: support@example.com
From: machui@example.org
Download RMA_Firefly MV_7140913.txt [text/plain 1.8k]

Except the body is not displayed and staff instead have to use the provided Download link.

I tried tweaking what settings I could find in the SiteConfig that seemed to be of any relevance:

Set($MaxInlineBody, 10000000);
Set($SuppressInlineTextFiles, 0);

Neither of these seem to have any effect.

And just to clarify, in RT 3.0.11, these messages are displayed inline. This is only a problem in 3.6.6. And this does affect new messages that have come in since the upgrade, so it’s not just some oddity with pre-upgrade data.

Thanks in advance,

Dominic Lepiane
Network Administrator
Point Grey Research
604 730 9937 x283

Hi…,

Could you please help me with the Initial mail set-up configuration.
Which MTA have you been using…and whether you use fetchmail or some
other program to get to your POP3 server.

Regards,
YogeshOn 4/15/08, Dominic Lepiane Dominic.Lepiane@ptgrey.com wrote:

Dear RT Users,

I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more panicked emails
about my config issues. I have that all sorted out and most everything is
fine, just fine.

The one odd problem one of the users has noticed is that some text
attachments are no longer being displayed inline. Normal email messages are
fine. They come in something like this:

Subject: RE: [PGR #92694] Firefly MV: LED flashing
Date: Mon, 7 Apr 2008 16:53:42 +0200
To: support@example.com
From: Oliver Machui machui@example.org
Download (untitled) [text/plain 289b]

And the message follows.

However, we have some web-form generated email messages that come in and the
body of those messages does not display inline. They look basically the
same:

Subject: RMA Report: Firefly MV S/N 7140913
Date: Wed, 2 Apr 2008 08:37:30 -0700
To: support@example.com
From: machui@example.org
Download RMA_Firefly MV_7140913.txt [text/plain 1.8k]

Except the body is not displayed and staff instead have to use the provided
Download link.

I tried tweaking what settings I could find in the SiteConfig that seemed to
be of any relevance:

Set($MaxInlineBody, 10000000);
Set($SuppressInlineTextFiles, 0);

Neither of these seem to have any effect.

And just to clarify, in RT 3.0.11, these messages are displayed inline.
This is only a problem in 3.6.6. And this does affect new messages that
have come in since the upgrade, so it’s not just some oddity with
pre-upgrade data.

Thanks in advance,


Dominic Lepiane
Network Administrator
Point Grey Research
604 730 9937 x283


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Dear RT Users,

I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more
panicked emails about my config issues. I have that all sorted out
and most everything is fine, just fine.

The one odd problem one of the users has noticed is that some text
attachments are no longer being displayed inline. Normal email
messages are fine. They come in something like this:

What are the full attachment headers for one of the attachments RT
chooses not to display inline?

-jesse

PGP.sig (186 Bytes)

-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Tuesday, April 15, 2008 7:19 AM
To: Dominic Lepiane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Text/plain attachments not showing up inline

Dear RT Users,

I just upgraded from 3.0.11 to 3.6.6 (as per my earlier
more panicked
emails about my config issues. I have that all sorted out and most
everything is fine, just fine.

The one odd problem one of the users has noticed is that some text
attachments are no longer being displayed inline. Normal email
messages are fine. They come in something like this:

What are the full attachment headers for one of the
attachments RT chooses not to display inline?

-jesse

Hi Jesse,

How can I find these? When I use the download link, it just shows me the message body and not the message headers. The only headers I see are inline in the ticket comment and include Subject, Date, To, and From. That’s it.

TIA

  • Dominic

-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Tuesday, April 15, 2008 7:19 AM
To: Dominic Lepiane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Text/plain attachments not showing up inline

Dear RT Users,

I just upgraded from 3.0.11 to 3.6.6 (as per my earlier
more panicked
emails about my config issues. I have that all sorted out and most
everything is fine, just fine.

The one odd problem one of the users has noticed is that some text
attachments are no longer being displayed inline. Normal email
messages are fine. They come in something like this:

What are the full attachment headers for one of the
attachments RT chooses not to display inline?

-jesse

Hi Jesse,

How can I find these? When I use the download link, it just shows
me the message body and not the message headers. The only headers I
see are inline in the ticket comment and include Subject, Date, To,
and From. That’s it.

Click the “Full Headers” link at the top of the history

PGP.sig (186 Bytes)

-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Tuesday, April 15, 2008 8:31 AM
To: Dominic Lepiane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Text/plain attachments not showing up inline

-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Tuesday, April 15, 2008 7:19 AM
To: Dominic Lepiane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Text/plain attachments not showing
up inline

Dear RT Users,

I just upgraded from 3.0.11 to 3.6.6 (as per my earlier
more panicked
emails about my config issues. I have that all sorted
out and most
everything is fine, just fine.

The one odd problem one of the users has noticed is that
some text
attachments are no longer being displayed inline. Normal email
messages are fine. They come in something like this:

What are the full attachment headers for one of the attachments RT
chooses not to display inline?

-jesse

Hi Jesse,

How can I find these? When I use the download link, it
just shows me
the message body and not the message headers. The only
headers I see
are inline in the ticket comment and include Subject, Date, To, and
From. That’s it.

Click the “Full Headers” link at the top of the history

TIA

  • Dominic

Here they are, email addresses have been scrubbed to protect the innocent:

X-Originalarrivaltime: 02 Apr 2008 15:37:30.0834 (UTC) FILETIME=[7693DB20:01C894D7]
Resent-Date: Wed, 2 Apr 2008 08:37:35 -0700 (PDT)
MIME-Version: 1.0
Resent-Message-Id: 20080402153735.544C11B24D9@galiano.ptgrey.com
Content-Type: multipart/mixed; boundary=“----=_NextPart_000_0003_01C8949C.CA134A50”
Received: from galiano.ptgrey.com (galiano.pointgrey.local [192.168.0.130]) by spruce.ptgrey.com (Postfix) with ESMTP id 76271AC07F for support-email@spruce.pointgrey.local; Wed, 2 Apr 2008 08:37:35 -0700 (PDT)
Received: from exchange.pointgrey.local (rosser.pointgrey.local [192.168.0.94]) by galiano.ptgrey.com (Symantec Mail Security) with ESMTP id 544C11B24D9 for support-email@spruce.pointgrey.local; Wed, 2 Apr 2008 08:37:35 -0700 (PDT)
Received: from galiano.ptgrey.com (192.168.0.130) by rosser.pointgrey.local (192.168.0.94) with Microsoft SMTP Server id 8.1.263.0; Wed, 2 Apr 2008 08:37:35 -0700
Received: from vps561961 (199.231.149.124.static.sdf.hosting.com [199.231.149.124]) by galiano.ptgrey.com (Symantec Mail Security) with ESMTP id B06DB102FCB for support@ptgrey.com; Wed, 2 Apr 2008 08:37:34 -0700 (PDT)
Received: from mail pickup service by vps561961 with Microsoft SMTPSVC; Wed, 2 Apr 2008 08:37:30 -0700
Delivered-To: support-email@spruce.pointgrey.local
Resent-From: support@example.com
X-Auditid: c0a80082-a977fbb000000a18-dd-47f3a83f6d14
Return-Path: support@example.com
X-Original-To: support-email@spruce.pointgrey.local
X-Brightmail-Tracker: AAAAAA==
Message-Id: VPS561961ZVTN8wocNs00000287@vps561961
X-Mimeole: Produced By Microsoft MimeOLE V6.00.3790.4133
Content-Length: 0
Content-Type: text/plain; charset=“iso-8859-1”
Content-Transfer-Encoding: 7bit
X-RT-Original-Encoding: iso-8859-1
Content-Length: 0
content-type: text/plain; charset=“utf-8”; name=“RMA_Firefly MV_7140913.txt”
content-disposition: attachment; filename=“RMA_Firefly MV_7140913.txt”
Content-Transfer-Encoding: base64
X-RT-Original-Encoding: ascii
Content-Length: 1937

content-disposition: attachment; filename=“RMA_Firefly
MV_7140913.txt”

There we go. RT started honoring the “attachment” content-disposition
header, like the RFC says we should :wink:

It’s in Ticket/Element/ShowTransactionAttachments

PGP.sig (186 Bytes)

-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Tuesday, April 15, 2008 8:56 AM
To: Dominic Lepiane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Text/plain attachments not showing up inline

content-disposition: attachment; filename=“RMA_Firefly
MV_7140913.txt”

There we go. RT started honoring the “attachment”
content-disposition header, like the RFC says we should :wink:

It’s in Ticket/Element/ShowTransactionAttachments

And how…

For now, I just haxxed the regex so that it won’t honour the attachment disposition anymore. Going forward, we will make sure that forms getting mailed in to RT put their data in the message body instead of attaching it.

Yet images are displayed inline. Would they be supressed if the content-disposition: attachment was set? It seems a little backwards that images will get displayed inline while text gets supressed. (We have taken advantage of Set($ShowTransactionImages, 0):wink:

Anyhow, thanks for your help in figuring out what was happening.

  • Dominic