Blank email Body

[RichH]

OTRS 6.0.20
CentOS 7.3.1611
MariaDB 5.5.60
Perl 5.16.3


Hi,

When we get a valid email with a blank/null message body and valid attachment (.pdf), in the agents view of the article we get a hideous error message.

In our old OTRS 3 system we'd get a message that said "- no text message => see attachment -"

Is there anyway to set OTRS 6 so that emails that have no message body to default to some friendlier message?

Thanks!

[root]

Hi,

Just checked on a 6.0.25 test system and it looks like this:

2020-02-22 at 1.17 AM.png

- Roy

[RichH]

When we have a blank message body we get the error box in the attached file. Clicking on details does nothing....

2020-02-24 09_37_16-Window.png

[root]

Hi,

Are you sure there is an article? Did you checked this with a SQL query?

- Roy

[RichH]

Yes, there seems to be an article. It has a .pdf attached that we can down load & open:

MariaDB [otrs]> select id, tn, title from ticket where tn = 2020021911005578;
+-----+------------------+-----------------------------------------------+
| id | tn | title |
+-----+------------------+-----------------------------------------------+
| 611 | 2020021911005578 | xxxxxx Group Inc.: Purchase Order #PO1082362 |
+-----+------------------+-----------------------------------------------+
1 row in set (0.01 sec)

MariaDB [otrs]> select id, ticket_id, create_time from article where ticket_id = 611;
+------+-----------+---------------------+
| id | ticket_id | create_time |
+------+-----------+---------------------+
| 1478 | 611 | 2020-02-19 20:11:28 |
| 1479 | 611 | 2020-02-19 20:11:28 |
| 4907 | 611 | 2020-02-21 15:58:35 |
+------+-----------+---------------------+
3 rows in set (0.00 sec)

MariaDB [otrs]> exit
Bye
[~]# cd /opt/otrs/var/article/2020/02/19/1478
[1478]# ls -l
total 96
-rw-rw---- 1 otrs apache 0 Feb 19 15:11 file-1.html
-rw-rw---- 1 otrs apache 24 Feb 19 15:11 file-1.html.content_type
-rw-rw---- 1 otrs apache 51666 Feb 19 15:11 plain.txt
-rw-rw---- 1 otrs apache 32252 Feb 19 15:11 Purchase_Order_PO1082362_1582142786468.pdf
-rw-rw---- 1 otrs apache 67 Feb 19 15:11 Purchase_Order_PO1082362_1582142786468.pdf.content_type
-rw-rw---- 1 otrs apache 10 Feb 19 15:11 Purchase_Order_PO1082362_1582142786468.pdf.disposition

[root]

Rich,

Is there any entry in the OTRS log related to this? Please try with MinimumLogLevel set to debug.

- Roy

[RichH]

Thanks, but I was just told that this was a one off issue...I had thought that it was recurring...

So if it happens again, I'll set the logging level to debug and see if I can get more info.

Thanks for your help on this!