Re: [rt-users] Incoming messages all plain text
On Wed, Aug 24, 2011 at 10:37:00PM +, DeVore, John wrote: This is appearing in the ticket history where the text from the original message is listed. Attached is a screenshot showing the history and the text that has been changed to plain text. You need to check in the Attachments table off of Transactions, but that certainly appears that you only got a text plain mail into RT. You can click on Download and see what the content actually looks like. -kevin -Original Message- You'll need to tell us more about where you're seeing text/plain. In the web ui? In outgoing email? In links on the ticket history? A small screenshot may be the easiest way to explain. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA ? September 26 27, 2011 * San Francisco, CA, USA ? October 18 19, 2011 * Washington DC, USA ? October 31 November 1, 2011 * Melbourne VIC, Australia ? November 28 29, 2011 * Barcelona, Spain ? November 28 29, 2011 pgpTyTF805Qq1.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Incoming messages all plain text
I have looked at the Attachments table and the messages are also listed there as 'text/plain'. I've attached the 'Download' so you can 'see what the content actually looks like' and I've also attached the original message. I stopped Fetchmail and sent an HTML message to the mailbox that RT checks. The message in the mailbox was still in HTML format so our mail server is not changing it in any way. Fetchmail has no ability to change the formatting of a message as it is simply downloading the message from our mail server and passing it to rt-mailgate . It is being changed once it gets into RT. Could rt-mailgate be converting it? Could you explain to me the process that creates the ticket once the email gets into RT so I have a better idea where to look next? Should RT be accepting HTML in incoming emails or am I expecting functionality that isn't there? John -Original Message- You need to check in the Attachments table off of Transactions, but that certainly appears that you only got a text plain mail into RT. You can click on Download and see what the content actually looks like. -kevin ---BeginMessage--- Bold Italics Red Highlighted -- John DeVore ---End Message--- Bold Italics Red Highlighted -- John DeVore RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Incoming messages all plain text
On 08/25/2011 12:33 PM, DeVore, John wrote: Could rt-mailgate be converting it? Could you explain to me the process that creates the ticket once the email gets into RT so I have a better idea where to look next? Should RT be accepting HTML in incoming emails or am I expecting functionality that isn't there? rt-mailgate doesn't touch the format of the message at all. RT accepts HTML mail just fine and has for a while. Display is all that's improved recently. Run a query like this and send the results: select parts.* from Attachments a join Attachments parts on a.id=parts.Parent where a.MessageId='CAP5SNsEgyCSDQk6no6NpdiGy_v+=ktq1uf8m64tcloopd5a...@mail.gmail.com'\G If you're on Pg, replace \G with a semicolon and run \x before running the query. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Incoming messages all plain text
Please keep your responses on the mailing list. On 08/25/2011 03:06 PM, DeVore, John wrote: I ran the query you listed and it returns with 'Empty set'. No results means that the message in question had no MIME parts, but was made up of just a single MIME entity. There is a record in the Attachments table with a MessageId of CAP5SNsEgyCSDQk6no6NpdiGy_v+=ktq1uf8m64tcloopd5a...@mail.gmail.com which I see when I run: select * from Attachments where MessageId='CAP5SNsEgyCSDQk6no6NpdiGy_v+=ktq1uf8m64tcloopd5a...@mail.gmail.com'\G (see attached results) The results of this query show me what I need to know. Note that the content type is text/plain, not multipart/alternative as expected with both a text/plain and text/html part included (both in the parsed ContentType column and the raw Headers column). This means that when RT received the message, it had no HTML part. I suspect something else is munging your message before it gets into RT. Do you have spam/virus filtering setup? What's your fetchmailrc look like? You can try having fetchmail pipe the messages it fetches to a different command instead of rt-mailgate to capture what it downloads. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Incoming messages all plain text
Thanks for the help Thomas. I have determined that the problem is related to messages coming through our Exchange server. I setup a test mailbox on another mail server and the messages come through properly with Content-Type: multipart/alternative and the HTML is intact. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Thursday, August 25, 2011 12:24 PM To: RT Users Subject: Re: [rt-users] Incoming messages all plain text Please keep your responses on the mailing list. On 08/25/2011 03:06 PM, DeVore, John wrote: I ran the query you listed and it returns with 'Empty set'. No results means that the message in question had no MIME parts, but was made up of just a single MIME entity. There is a record in the Attachments table with a MessageId of CAP5SNsEgyCSDQk6no6NpdiGy_v+=ktq1uf8m64tcloopd5a...@mail.gmail.com which I see when I run: select * from Attachments where MessageId='CAP5SNsEgyCSDQk6no6NpdiGy_v+=ktq1uf8m64tcloopd5a...@mail.gm ail.com'\G (see attached results) The results of this query show me what I need to know. Note that the content type is text/plain, not multipart/alternative as expected with both a text/plain and text/html part included (both in the parsed ContentType column and the raw Headers column). This means that when RT received the message, it had no HTML part. I suspect something else is munging your message before it gets into RT. Do you have spam/virus filtering setup? What's your fetchmailrc look like? You can try having fetchmail pipe the messages it fetches to a different command instead of rt-mailgate to capture what it downloads. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Incoming messages all plain text
On Wed, Aug 24, 2011 at 06:25:18PM +, DeVore, John wrote: I am new to RT and setup a 4.0.1 server about a month ago. I am trying to get html messages that RT is receiving to show when a ticket is created but the email is converted to text/plain and all formatting is lost. Other postings talking about html stated to set the `PreferRichText' to true, or 1, which is what the setting was by default, and I have seen no change. Would this conversion to plain text be occurring in the mailgate processing of the message? Is this a problem with the ScrubHtml or is it even getting to a point of being scrubbed? You'll need to tell us more about where you're seeing text/plain. In the web ui? In outgoing email? In links on the ticket history? A small screenshot may be the easiest way to explain. -kevin pgpz84dmQPHbS.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
