Attachments not sent to owners

RT Users
1

Sorry for the repost but I didn’t get any response. We’re using RT3.0.7_01.

A new ticket is created, admin correspondence sent, I go into the ticket do
a Jumbo update and set a few custom fields and assign an owner. The owner
gets notified via global scrip OnOwnerChange Notify Owner with global
Template OwnerChange. The owner gets the email with the text from the
template.

Ownerchange template:

RT-Attach-Message: yes

Greetings,

You have been identified as the owner of request [#{$Ticket->id()}],
"{$Ticket->Subject()}", the text of which appears below.

Please work this request and REPLY to this email with the requested
information or with any questions.

{$Ticket->Transactions->First->Content()}

BUT the owner never gets the attachment! This is a real PITA b/c I have to
send every one manually.:frowning: Thanks for any help.

Joe Micciche

2

A new ticket is created, admin correspondence sent, I go into the ticket do
a Jumbo update and set a few custom fields and assign an owner. The owner
gets notified via global scrip OnOwnerChange Notify Owner with global
Template OwnerChange. The owner gets the email with the text from the
template.

Ownerchange template:

RT-Attach-Message: yes

…

BUT the owner never gets the attachment! This is a real PITA b/c I have to
send every one manually.:frowning: Thanks for any help.

If you look at the transaction history, you’ll see that the comment and
owner change are different transactions. And RT-Attach-Message: will
only attach messages from the current txn.

3

BUT the owner never gets the attachment! This is a real PITA b/c I have
to
send every one manually.:frowning: Thanks for any help.

If you look at the transaction history, you’ll see that the comment and
owner change are different transactions. And RT-Attach-Message: will
only attach messages from the current txn.

Jesse, the owner is getting the Message, but not the attachment. There is
no comment involved - this is a Jumbo update on a new ticket, set ticket
status to Open, set CF’s, set a date, set Owner, submit. Watchers/admin
always get the attachment with the message, the owner never does.

Joe Micciche