This message is related to my previous thread titled "HTML templates in RT
4.2.1".
I changed the subject because I think the problem is unfortunately deeper than
I thought at first.
Even with our much-simplified template (attached), we sometimes have stack
dumps in the RT log, related to template parsing.
Sometimes the stack dump starts with "[error]: Template parsing error: ...",
and this usually does not prevent RT from sending out the email.
Other times the stack dump starts with: "[error]: Scrip Preapre nn died. ..."
and this does prevent RT from sending out the email.
I have been unable to track down the offending elements. Every case seems
different.
I am somehow convinced it can be tracked down to changes in the way RT shreds
HTML, but I have no proof till now.
Here are a couple of stack dumps:
---------------------------------------------------------
[14911] [Thu Jan 2 10:25:43 2014] [error]: Template parsing error: Can't call
method "content" on an undefined value at
/usr/local/share/perl5/HTML/FormatText/W
ithLinks/AndTables.pm line 217.
Stack:
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:217]
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:101]
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:83]
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777]
[/opt/rt4/sbin/../lib/RT/Transaction.pm:348]
[template:14]
[/opt/rt4/sbin/../lib/RT/Template.pm:551]
[/opt/rt4/sbin/../lib/RT/Template.pm:507]
[/opt/rt4/sbin/../lib/RT/Template.pm:435]
[/opt/rt4/sbin/../lib/RT/Template.pm:415]
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]
[/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:222]
[/opt/rt4/sbin/../lib/RT/Scrip.pm:561]
[/opt/rt4/sbin/../lib/RT/Scrips.pm:358]
[/opt/rt4/sbin/../lib/RT/Transaction.pm:189]
[/opt/rt4/sbin/../lib/RT/Record.pm:1626]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:533]
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1415]
[/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
(/opt/rt4/sbin/../lib/RT/Template.pm:546)
---------------------------------------------------------
[22792] [Thu Jan 2 15:29:03 2014] [error]: Scrip Prepare 10 died. - Can't call
method "content" on an undefined value at
/usr/local/share/perl5/HTML/FormatText/
WithLinks/AndTables.pm line 217.
Stack:
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:217]
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:101]
[/usr/local/share/perl5/HTML/FormatText/WithLinks/AndTables.pm:83]
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1777]
[/opt/rt4/sbin/../lib/RT/Template.pm:666]
[/opt/rt4/sbin/../lib/RT/Template.pm:421]
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:139]
[/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:222]
[/opt/rt4/sbin/../lib/RT/Scrip.pm:561]
[/opt/rt4/sbin/../lib/RT/Scrips.pm:358]
[/opt/rt4/sbin/../lib/RT/Scrips.pm:291]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2555]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2526]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2596]
[/usr/local/share/perl5/HTML/Mason/Request.pm:1295]
[/opt/rt4/share/html/Ticket/autohandler:66]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:564)
---------------------------------------------------------
Anybody seeing this?
Bye
Cris
Content-Type: text/html
Subject: {$Ticket->Subject}
RT-Attach-Message: yes
<h2>Risoluzione:</h2></a>
<p>
{
my $Transactions = $Ticket->Transactions;
$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
$Transactions->OrderByCols (
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);
my $resolution_comment;
my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
$resolution_comment = $CommentObj->Content;
}
$resolution_comment;
}
{
my $res;
my $Transactions = $Ticket->Transactions;
$Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
$Transactions->OrderByCols (
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);
my $resolution_comment;
my $CommentObj = $Transactions->First;
if( $CommentObj && $CommentObj->id ) {
my $Attachments = $CommentObj->Attachments;
$Attachments->Limit( FIELD => 'Filename', OPERATOR => '!=', VALUE => '' );
while (my $a = $Attachments->Next) {
$res .= "Allegati:\n" unless ($res);
$res .= " ". $a->Filename;
## $self->TransactionObj->Attach(
## Type => $a->ContentType,
## Charset => $a->OriginalEncoding,
## Data => $a->OriginalContent,
## Filename => Encode::decode_utf8($a->Filename),
## Encoding => '-SUGGEST'
## );
}
}
$res;
}
{
my $signature = '';
my $siginclude = RT->Config->Get('MessageBoxIncludeSignatureOnComment');
if (my $text = $Ticket->OwnerObj->Signature and not $siginclude) {
$signature = "<pre>-- \n". $text . "</pre>";
}
$signature;
}
</p>
<br/>
<hr/>
<a name="richiesta"><h2>Richiesta iniziale:</h2></a>
<p>
{$Ticket->Transactions->First->Content}
</p>
<br/><br/>
<hr/>
<h2>Storia completa del ticket:</h2></a>
<pre>
{
use Text::Reform;
my $resolved_message = '';
my $last_content = '';
my $transactions = $Ticket->Transactions;
$transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
while (my $transaction = $transactions->Next) {
my $attachments = $transaction->Attachments;
while (my $message = $attachments->Next) {
next unless $message->ContentType =~
m!^(text/plain|message|text$)!i;
my $content = $message->Content;
next unless $content;
next if $last_content eq $content;
$last_content = $content;
my $subject = ($message->Subject || $Ticket->Subject);
my $wrapper = Text::Wrapper->new(columns=>65);
$content = $wrapper->wrap($content);
$resolved_message .= "Subject: ";
$resolved_message .= $subject;
$resolved_message .= "\n";
$resolved_message .= "From: ";
$resolved_message .= $message->CreatorObj->RealName ||
$message->CreatorObj->EmailAddress;
$resolved_message .= "\n";
$resolved_message .= "Time: ";
$resolved_message .= $message->CreatedObj->AsString;
$resolved_message .= "\n";
$resolved_message .= "\n";
$resolved_message .= "$content\n";
$resolved_message .= "------------------------------------------------\n";
}
}
$format = "==>
[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[[";
$data = $resolved_message;
$resolved_message = form $format, $data;
$resolved_message;
}
</pre>
<h2>Note:</h2>
<p><small>
La richiesta in oggetto è stata evasa.
Per maggiori dettagli leggere il commento di risoluzione.
<br/><br/>
Se la risoluzione dovesse risultare incompleta o errata,
rispondendo a questo messaggio il ticket verrà riaperto.
<br/><br/>
<b>In tutti gli altri casi vi preghiamo di NON RISPONDERE A QUESTO
MESSAGGIO</b>.
<br/><br/>
{$Ticket->OwnerObj->RealName || $Ticket->OwnerObj->Name}
</small></p>
<h3>Informazioni:</h3>
<small>
Non è necessario rispondere a questo messaggio, a meno di
voler RIAPRIRE il ticket contrassegnato con l'ID
[{$Ticket->QueueObj->SubjectTag} #{$Ticket->id}].
<br/><br/>
NOTE:<br/>
- Includere sempre la dicitura [{$Ticket->QueueObj->SubjectTag}
#{$Ticket->id}]
nell'oggetto di ogni futura corrispondenza riguardante il
presente problema.<br/>
- NON includere il contenuto delle mail precedenti inviate
da RT (cioè con mittente "xxx via RT").<br/>
<br/>
<i><b>Nota di riservatezza:</b> Il presente messaggio non è di natura
personale ma inviato
per esigenze lavorative;
leventuale messaggio di risposta potrà essere conosciuto anche da
altri soggetti
diversi dalloriginatore di questo messaggio per dette esigenze o per
controllo
aziendale. Questo messaggio, corredato dei relativi allegati, contiene
informazioni da considerarsi strettamente riservate, ed è destinato
esclusivamente
al destinatario sopra indicato, il quale è l'unico autorizzato ad
usarlo,
copiarlo e, sotto la propria responsabilità, diffonderlo.
Chiunque ricevesse questo messaggio per errore o comunque lo leggesse
senza
esserne legittimato è avvertito che trattenerlo, copiarlo, divulgarlo,
distribuirlo a persone diverse dal destinatario è severamente proibito,
ed è
pregato di rinviarlo immediatamente al mittente distruggendone
l'originale.</i>
</small>
