Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Jeff, thank you for your reply.

My templates have not been varied in the last couple of years.
Anyway, here is my "correspondence" template (which is working):

> Content-Type: text/html
> RT-Attach-Message: yes
> From: {
>   my $u = $Transaction->CreatorObj;
>   my $a = $Ticket->QueueObj->CorrespondAddress;
>   $a = $Ticket->QueueObj->CommentAddress if ( $Transaction->Type eq 
> 'Comment' );
>   my $res = $u->RealName || $u->Name;
>   $res .= " <".$a .">" ;
> $res; }
>
>
> {$Transaction->Content()}

And here is (part of) my "resolved" template, which suddenly is not 
working anymore (i.e. files are not attached):

> Content-Type: text/html
> RT-Attach-Message: yes
> Subject: {$Ticket->Subject}
>
> Risoluzione:
> 
> {
>  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;
> }
>
> (...)

Thank you in advance.

Cris



On 06/02/2015 13:06, Jeff Voskamp wrote:
> "Magic headers" need to be in the first paragraph.
> If the first line is blank remove it.  Make sure there is a blank line 
> after RT-Send-Attachment and before the main template.

Re: [rt-users] Problem with attachments

[Jeff Voskamp]

On 02/06/2015 06:32 AM, Guadagnino Cristiano wrote:

Both templates contain "RT-Send-Attachment: yes" as second row.
Yesterday I did some more experiments, unfortunately without success.

Cris


On 04/02/2015 20:03, Alex Vandiver wrote:

On Wed, 4 Feb 2015 18:26:36 + Guadagnino Cristiano
 wrote:

Thank you Alex,
so basically my test is correct and my problem is not solved.
Back to the drawing board :-(

Let's see if I can give some more detail, to help you in helping
me :-)

Those two mails are sent by different scrips.  Check that the template
for the latter scrip has "RT-Send-Attachment: yes" in the headers
section.

   - Alex

"Magic headers" need to be in the first paragraph.
If the first line is blank remove it.  Make sure there is a blank line 
after RT-Send-Attachment and before the main template.

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Both templates contain "RT-Send-Attachment: yes" as second row.
Yesterday I did some more experiments, unfortunately without success.

Cris


On 04/02/2015 20:03, Alex Vandiver wrote:
> On Wed, 4 Feb 2015 18:26:36 + Guadagnino Cristiano
>  wrote:
>> Thank you Alex,
>> so basically my test is correct and my problem is not solved.
>> Back to the drawing board :-(
>>
>> Let's see if I can give some more detail, to help you in helping
>> me :-)
> Those two mails are sent by different scrips.  Check that the template
> for the latter scrip has "RT-Send-Attachment: yes" in the headers
> section.
>
>   - Alex

Re: [rt-users] Problem with attachments

[Alex Vandiver]

On Wed, 4 Feb 2015 18:26:36 + Guadagnino Cristiano
 wrote:
> Thank you Alex,
> so basically my test is correct and my problem is not solved.
> Back to the drawing board :-(
> 
> Let's see if I can give some more detail, to help you in helping
> me :-)

Those two mails are sent by different scrips.  Check that the template
for the latter scrip has "RT-Send-Attachment: yes" in the headers
section.

 - Alex

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Thank you Alex,
so basically my test is correct and my problem is not solved.
Back to the drawing board :-(

Let's see if I can give some more detail, to help you in helping me :-)

Here is the header of a mail sent when replying with an attachment (as shown by 
RT - color and emphasis by me):



Email Source for Ticket 95127, Attachment 1198765

From: Cristiano Guadagnino 

Subject: [BKGS #95127] Prova attachment

Reply-To: bksistemi@AMENDED

In-Reply-To: 


References:  


Message-ID: 


X-RT-Loop-Prevention: Bankadati Servizi Informatici (TEST)

X-RT-Ticket: Bankadati Servizi Informatici (TEST) #95127

X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)

X-RT-Originator: guadagnino.cristiano@AMENDED

To: criguada@AMENDED

Precedence: bulk

Date: Wed, 04 Feb 2015 12:06:14 +0100

MIME-Version: 1.0

RT-Attachment: 95127/1383139/1198764

Content-Type: multipart/alternative; boundary="--=_1423047973-22299-11"

Content-Length: 0



Here is the header of a mail sent when resolving with an attachment (as shown 
by RT):



Email Source for Ticket 95127, Attachment 1198757

Subject: [BKGS #95127] Prova attachment

Content-Type: multipart/alternative; boundary="--=_1423047772-22299-7"

From: "Cristiano Guadagnino via RT" 

Reply-To: bksistemi@AMENDED

References: 

Message-ID: 


X-RT-Loop-Prevention: Bankadati Servizi Informatici (TEST)

X-RT-Ticket: Bankadati Servizi Informatici (TEST) #95127

X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)

X-RT-Originator: guadagnino.cristiano@AMENDED

To: criguada@AMENDED

Precedence: bulk

Date: Wed, 04 Feb 2015 12:02:52 +0100

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Length: 0




Is there anything that can help shed some light?

T.I.A.

Cris




On 04/02/2015 16:16, Alex Vandiver wrote:

On Wed, 4 Feb 2015 11:43:23 + Guadagnino Cristiano
 wrote:


I disabled CustomFieldsOnUpdate by commenting out the
"Plugin('RT::Extension::CustomFieldsOnUpdate');" line in
RT_SiteConfig.pm, then I stopped Apache, cleared the mason cache, and
restarted Apache.

I tested resolving a ticket adding an attachment, but had the same
behavior as before.

I then also disabled the "Announce" extension by following the same
procedure, but still I had no success.

Those are the only two extensions I added recently (other extensions
are loaded but they have been there for years).

Is it sufficient to disable the extensions by commenting them out in
the RT_Siteconfig.pm file or should I completely uninstall them? If
so, how do I do it?



Removing the Plugin line should mostly suffice; removing the files from
disk does no better.  Fully removing a plugin requires backing out
database contents that relay on it, (like the RTAnnounce) queue, but
that's not relevant for this test.
 - Alex

Re: [rt-users] Problem with attachments

[Alex Vandiver]

On Wed, 4 Feb 2015 11:43:23 + Guadagnino Cristiano
 wrote:
> I disabled CustomFieldsOnUpdate by commenting out the 
> "Plugin('RT::Extension::CustomFieldsOnUpdate');" line in 
> RT_SiteConfig.pm, then I stopped Apache, cleared the mason cache, and 
> restarted Apache.
> 
> I tested resolving a ticket adding an attachment, but had the same 
> behavior as before.
> 
> I then also disabled the "Announce" extension by following the same 
> procedure, but still I had no success.
> 
> Those are the only two extensions I added recently (other extensions
> are loaded but they have been there for years).
> 
> Is it sufficient to disable the extensions by commenting them out in
> the RT_Siteconfig.pm file or should I completely uninstall them? If
> so, how do I do it?

Removing the Plugin line should mostly suffice; removing the files from
disk does no better.  Fully removing a plugin requires backing out
database contents that relay on it, (like the RTAnnounce) queue, but
that's not relevant for this test.
 - Alex 

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Alex,
I disabled CustomFieldsOnUpdate by commenting out the 
"Plugin('RT::Extension::CustomFieldsOnUpdate');" line in 
RT_SiteConfig.pm, then I stopped Apache, cleared the mason cache, and 
restarted Apache.

I tested resolving a ticket adding an attachment, but had the same 
behavior as before.

I then also disabled the "Announce" extension by following the same 
procedure, but still I had no success.

Those are the only two extensions I added recently (other extensions are 
loaded but they have been there for years).

Is it sufficient to disable the extensions by commenting them out in the 
RT_Siteconfig.pm file or should I completely uninstall them? If so, how 
do I do it?

Thank you in advance

Cris



On 03/02/2015 17:30, Alex Vandiver wrote:
> On Tue, 3 Feb 2015 15:43:05 + Guadagnino Cristiano
>  wrote:
>> I did this: I took a backup of my production RT and restored it on
>> our testing environment. I perused rt-validator till I had no more
>> warnings (well, I still have a few warnings related to articles: it
>> seems rt-validator cannot fix them). Then I created a test ticket and
>> resolved it attaching a file.
>>
>> As in our production system, the attachment did not get sent, and the
>> last line in RT's log was again this:
>>
>>
>> [15371] [Tue Feb  3 15:28:32 2015] [warning]: Couldn't load object
>> RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)
>>
>> Any hint?
> Try disabling the extensions you have installed and see if removing any
> of them fixes it.  My suspicion is on CustomFieldsOnUpdate, from the
> previous list you gave.
>
>   - Alex

Re: [rt-users] Problem with attachments

[Alex Vandiver]

On Tue, 3 Feb 2015 15:43:05 + Guadagnino Cristiano
 wrote:
> I did this: I took a backup of my production RT and restored it on
> our testing environment. I perused rt-validator till I had no more
> warnings (well, I still have a few warnings related to articles: it
> seems rt-validator cannot fix them). Then I created a test ticket and
> resolved it attaching a file.
> 
> As in our production system, the attachment did not get sent, and the
> last line in RT's log was again this:
> 
> 
> [15371] [Tue Feb  3 15:28:32 2015] [warning]: Couldn't load object
> RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)
> 
> Any hint?

Try disabling the extensions you have installed and see if removing any
of them fixes it.  My suspicion is on CustomFieldsOnUpdate, from the
previous list you gave.

 - Alex

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

Alex,
I did this: I took a backup of my production RT and restored it on our testing 
environment.
I perused rt-validator till I had no more warnings (well, I still have a few 
warnings related to articles: it seems rt-validator cannot fix them).
Then I created a test ticket and resolved it attaching a file.

As in our production system, the attachment did not get sent, and the last line 
in RT's log was again this:


[15371] [Tue Feb  3 15:28:32 2015] [warning]: Couldn't load object 
RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

Any hint?

Thank you in advance.

Cris




On 29/01/2015 21:06, Alex Vandiver wrote:

On Wed, 28 Jan 2015 11:53:53 + Guadagnino Cristiano
 wrote:


(...)

[warning]: Couldn't load object RT::Transaction #0
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

but I don't think this is a real problem, since we had have this type
of message for a long time with no apparent symptoms (please reply if
I'm wrong).



That warning is extremely worrisome, and I expect the cause of your
problem.  You should run `/opt/rt4/sbin/rt-validator`.

 - Alex

Re: [rt-users] Problem with attachments

[Alex Vandiver]

On Wed, 28 Jan 2015 11:53:53 + Guadagnino Cristiano
 wrote:
> Unfortunately we send attachments very rarely, so I cannot exactly
> say when this behaviour started. It could be that it started from the
> day I upgraded our installation from 4.2.3 to 4.2.9 (in december), or
> later when I added/upgraded some extensions
> (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate,
> RT-Extension-SpawnLinkedTicketInQueue-1.01).

You may wish to try disabling those extensions temporarily to see if
that helps resolve the issue.  However, see below.

> I just finished examining RT's log (in debug mode), regarding a test
> ticket I created and then resolved adding an attachment. There is no
> error at all in the log, let  alone a warning message that says
> 
> [warning]: Couldn't load object RT::Transaction #0
> (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)
> 
> but I don't think this is a real problem, since we had have this type
> of message for a long time with no apparent symptoms (please reply if
> I'm wrong).

That warning is extremely worrisome, and I expect the cause of your
problem.  You should run `/opt/rt4/sbin/rt-validator`.

 - Alex

Re: [rt-users] Problem with attachments

[Guadagnino Cristiano]

It dawned on me that maybe the problem was only with the resolution message 
(which is of type comment), so I tried with a simple reply with an attachment, 
and it worked.

Was there a change in the way RT 4.2.9 handles comments? We had no problem 
previously sending out an email with attachment on resolution of the ticket. We 
upgraded from RT 4.2.3 IIRC.

Cris



On 28/01/2015 12:53, Guadagnino Cristiano wrote:
Good morning.

I have fighting with this problem two days, but I still have no clue.

The problem is this: suddenly RT will not send attachments.

Unfortunately we send attachments very rarely, so I cannot exactly say when 
this behaviour started. It could be that it started from the day I upgraded our 
installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded 
some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate, 
RT-Extension-SpawnLinkedTicketInQueue-1.01).

I tried everything I could to debug the problem. I am sure sendmail is working 
well, because I can send mails with attachments using the simple "mail" 
interface from the same server where RT resides.

I just finished examining RT's log (in debug mode), regarding a test ticket I 
created and then resolved adding an attachment. There is no error at all in the 
log, let  alone a warning message that says


[warning]: Couldn't load object RT::Transaction #0 
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

but I don't think this is a real problem, since we had have this type of 
message for a long time with no apparent symptoms (please reply if I'm wrong).

I can easily see that RT is skipping the attachment somehow. Here is an old 
header from a mail of ticket that contained an attachment:

Subject: [DBA #7162] prova allegato
From: "Cristiano Guadagnino via RT" 
Reply-To: dba@amended
In-Reply-To:
References: 
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano@amended
Cc: trombetta.giampaolo@amended

Cristiano Guadagnino

Servizio Sistemi Dipartimentali, Periferici e DB
___
Bankadati Servizi Informatici Soc.Cons.P.A.
Gruppo bancario Credito Valtellinese
VIA TRENTO, 22 - 23100 SONDRIO
tel +39 0342522172  - fax +39 0342522997
guadagnino.cristi...@creval.it
www.creval.it

Il presente messaggio non è di natura personale ma inviato per esigenze 
lavorative; l’eventuale messaggio di risposta potrà essere conosciuto anche da 
altri soggetti diversi dall’originatore 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.

MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit


Here is the header from the mail of the test ticket I just created:

Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary="--=_1422441180-4767-8"
From: "Cristiano Guadagnino via RT" 

Reply-To: bksist...@creval.it
References: 
Message-ID: 

X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: 
guadagnino.cristi...@creval.it
To: crigu...@gmail.com
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0

We have not changed the resolution template recently (I mean in the last 2 
years). The template starts with:

Content-Type: text/html
Subject: {$Ticket->Subject}
RT-Attach-Message: yes

Risoluzione:
(...)

It is as if the RT-Attach-Message special header didn't work anymore, or if it 
suddenly doesn't consider the attachment in the last transaction.

I am out of ideas, could somebody try to help me?

Thank you in advance.

Cris


--

[rt-users] Problem with attachments

[Guadagnino Cristiano]

Good morning.

I have fighting with this problem two days, but I still have no clue.

The problem is this: suddenly RT will not send attachments.

Unfortunately we send attachments very rarely, so I cannot exactly say when 
this behaviour started. It could be that it started from the day I upgraded our 
installation from 4.2.3 to 4.2.9 (in december), or later when I added/upgraded 
some extensions (RT-Extension-Announce-1.00, rt-extension-customfieldsonupdate, 
RT-Extension-SpawnLinkedTicketInQueue-1.01).

I tried everything I could to debug the problem. I am sure sendmail is working 
well, because I can send mails with attachments using the simple "mail" 
interface from the same server where RT resides.

I just finished examining RT's log (in debug mode), regarding a test ticket I 
created and then resolved adding an attachment. There is no error at all in the 
log, let  alone a warning message that says


[warning]: Couldn't load object RT::Transaction #0 
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026)

but I don't think this is a real problem, since we had have this type of 
message for a long time with no apparent symptoms (please reply if I'm wrong).

I can easily see that RT is skipping the attachment somehow. Here is an old 
header from a mail of ticket that contained an attachment:

Subject: [DBA #7162] prova allegato
From: "Cristiano Guadagnino via RT" 
Reply-To: dba@amended
In-Reply-To:
References: 
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention: DBA e SCHEDULAZIONE
RT-Ticket: DBA e SCHEDULAZIONE #7162
Managed-by: RT 3.8.6 (http://www.bestpractical.com/rt/)
RT-Originator: guadagnino.cristiano@amended
Cc: trombetta.giampaolo@amended
MIME-Version: 1.0
X-RT-Original-Encoding: utf-8
Date: Mon, 23 Nov 2009 15:31:28 +0100
RT-Attachment: 7162/105417/63969
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit


Here is the header from the mail of the test ticket I just created:

Subject: [BKGS #94919] Prova 3
Content-Type: multipart/alternative; boundary="--=_1422441180-4767-8"
From: "Cristiano Guadagnino via RT" 

Reply-To: bksist...@creval.it
References: 
Message-ID: 

X-RT-Loop-Prevention: Bankadati Servizi Informatici
X-RT-Ticket: Bankadati Servizi Informatici #94919
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: 
guadagnino.cristi...@creval.it
To: crigu...@gmail.com
Precedence: bulk
Date: Wed, 28 Jan 2015 11:33:00 +0100
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Length: 0

We have not changed the resolution template recently (I mean in the last 2 
years). The template starts with:

Content-Type: text/html
Subject: {$Ticket->Subject}
RT-Attach-Message: yes

Risoluzione:
(...)

It is as if the RT-Attach-Message special header didn't work anymore, or if it 
suddenly doesn't consider the attachment in the last transaction.

I am out of ideas, could somebody try to help me?

Thank you in advance.

Cris

Re: [rt-users] problem with Attachments table prevents DB dump

[Gary Hall]

In case someone else runs into this error:

I fixed the problem by increasing the limits on the MySQL system 
variables net_write_timeout and max_allowed_packet.

Gary


Gary Hall wrote:

>
> For the past couple of days the mysqldump command that I use to back 
> up my RT database has been failing with the following message:
>
> mysqldump: Error 2013: Lost connection to MySQL server during query 
> when dumping table `Attachments` at row: 216061 


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[rt-users] problem with Attachments table prevents DB dump

[Gary Hall]

Folks,

For the past couple of days the mysqldump command that I use to back up 
my RT database has been failing with the following message:

mysqldump: Error 2013: Lost connection to MySQL server during query when 
dumping table `Attachments` at row: 216061

I'm running mysqldump thusly:

mysqldump --defaults-extra-file=/etc/mysql/backup_creds.cnf 
--default-character-set=binary --opt --flush-logs --databases rt3_fas

If anyone has any insight into what may be causing this problem and how 
it may be remedied, I'd be grateful to hear from him or her.

Regards,

Gary Hall
Faculty of Applied Sciences
Simon Fraser University
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[rt-users] Problem with Attachments including German Umlaute in filename

[Ham MI-ID, Torsten Brumm]

Hi RT Users,
during the weeks, we got more and more reports from our users, that mails sent 
to RT (RT 3.6.5) have corrupted file attachments. RT stores and displays them 
as .dat file.

I've played around a little and figured out, only Files with german umlaute in 
filename have this problem. I'm not sure where to start to fix this at this 
moment.

as example i create a mail with the following files attached:

apple iMer.jpg -> no problem
apple_iMer.jpg -> no problem
apple_üMer.jpg -> problem

Inside the RT History the file looks like this:

Download apple iMer.jpg [image/jpeg 7k] 
Download apple_iMer.jpg [image/jpeg 7k] 
Download (untitled) [name="apple_ 7k] Message body not shown because it is too 
large or is not plain text.


I have really no idea at this moment where to start trouble shooting. Any help 
is welcome.

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
Christian Marnetté (Stellv.),  Mark Reinhardt (Stellv.), Jens Wollesen, Rainer 
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne



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