Attachments on reply

Hi all,

Is there any way forwarding attachments when replying in addition to store them in the ticket?
I use RT3.4.6

Thanks in advance,
Holger.

Is there anybody out there wha can tell me a solution.
Why are attachments that I add to a reply or when resolving a ticket in
the
WebUI are not send out by mail? We need this.
Regards
Holger.

Message: 3Date: Sun, 2 Dec 2007 10:08:03 +0100
From: “Holger Haase” Holger.Haase@stepstone.de
Subject: [rt-users] Attachments on reply
To: rt-users@lists.bestpractical.com
Message-ID:

22C8573C220A324BAB1F531746686C58C6F9FA@DE-2K3EX-DUS01.stepstone.asa
Content-Type: text/plain; charset=“utf-8”

Hi all,

Is there any way forwarding attachments when replying in addition to
store them in the ticket?
I use RT3.4.6

Thanks in advance,
Holger.

Is there anybody out there wha can tell me a solution.
Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this.
Regards
Holger.

Message: 3Date: Sun, 2 Dec 2007 10:08:03 +0100
From: “Holger Haase” Holger.Haase@stepstone.de
Subject: [rt-users] Attachments on reply
To: rt-users@lists.bestpractical.com
Message-ID:
22C8573C220A324BAB1F531746686C58C6F9FA@DE-2K3EX-DUS01.stepstone.asa
Content-Type: text/plain; charset=“utf-8”

Hi all,

Is there any way forwarding attachments when replying in addition to store them in the ticket?
I use RT3.4.6

Thanks in advance,
Holger.

Holger,

We are using 3.4.4 in production and the email with attachments works 

fine. So, I have a couple questions for you;
1) is the email itself going out and only the attachment is not or
2) is no email at all going out?

Kenn
LBNLOn 12/4/2007 9:08 AM, Holger Haase wrote:

-----Urspr�ngliche Nachricht-----
Von: Holger Haase
Gesendet: Dienstag, 4. Dezember 2007 18:08
An: ‘rt-users@lists.bestpractical.com’
Betreff: Attachments on reply

Is there anybody out there wha can tell me a solution.
Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this.
Regards
Holger.


Message: 3
Date: Sun, 2 Dec 2007 10:08:03 +0100
From: “Holger Haase” Holger.Haase@stepstone.de
Subject: [rt-users] Attachments on reply
To: rt-users@lists.bestpractical.com
Message-ID:
22C8573C220A324BAB1F531746686C58C6F9FA@DE-2K3EX-DUS01.stepstone.asa
Content-Type: text/plain; charset=“utf-8”

Hi all,

Is there any way forwarding attachments when replying in addition to store them in the ticket?
I use RT3.4.6

Thanks in advance,
Holger.


The rt-users Archives

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Holger,

In the template you use for the messages, you need to include:

RT-Attach-Message: yes

to ensure that Attachments get sent.

Cheers,
DavidOn 05/12/2007, at 3:07 AM, Holger Haase wrote:

Is there anybody out there wha can tell me a solution.
Why are attachments that I add to a reply or when resolving a ticket
in
the
WebUI are not send out by mail? We need this.
Regards
Holger.


Message: 3
Date: Sun, 2 Dec 2007 10:08:03 +0100
From: “Holger Haase” Holger.Haase@stepstone.de
Subject: [rt-users] Attachments on reply
To: rt-users@lists.bestpractical.com
Message-ID:

22C8573C220A324BAB1F531746686C58C6F9FA@DE-2K3EX-DUS01.stepstone.asa
Content-Type: text/plain; charset=“utf-8”

Hi all,

Is there any way forwarding attachments when replying in addition to
store them in the ticket?
I use RT3.4.6

Thanks in advance,
Holger.


The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31,
we’ll take
up to 20 percent off the price. This sale won’t last long, so get in
touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

Hi David,

this did not the trick, the attachment is stored in the ticket
But not send out per mail.
My resolve template:Subject: Resolved: {$Ticket->Subject}

RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

My correspondence template:
X-RT-Queue: {$Ticket->QueueObj->Name}

RT-Attach-Message: yes

[{$rtname} #{$Ticket->id()}]
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

Regards Holger.

Von: David Hobley [mailto:david.hobley@mionegroup.com]
Gesendet: Dienstag, 4. Dezember 2007 23:44
An: Holger Haase
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Attachments on reply

Holger,

In the template you use for the messages, you need to include:

RT-Attach-Message: yes

to ensure that Attachments get sent.

Cheers,
David

Hello,

–Am 5. Dezember 2007 10:18:05 +0100 schrieb Holger Haase
Holger.Haase@stepstone.de:

this did not the trick, the attachment is stored in the ticket
But not send out per mail.
My resolve template:

Subject: Resolved: {$Ticket->Subject}

RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

you must not have a blank line between the subject: header and the
RT-Attach-Message: header, hence your template should look

RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Dirk.

Hi David,

this did not the trick, the attachment is stored in the ticket
But not send out per mail.
My resolve template:

Subject: Resolved: {$Ticket->Subject}

RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

I don’t think you want that extra blank line between Subject and
RT-Attach-Message

-jesse

Hey,
Many thanks, this fixed it. :slight_smile:

Thanks and best regards,
Holger.Von: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Im Auftrag von Dirk Pape
Gesendet: Mittwoch, 5. Dezember 2007 11:14
An: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Attachments on reply

Hello,

–Am 5. Dezember 2007 10:18:05 +0100 schrieb Holger Haase
Holger.Haase@stepstone.de:

this did not the trick, the attachment is stored in the ticket But not
send out per mail.
My resolve template:

Subject: Resolved: {$Ticket->Subject}

RT-Attach-Message: yes

According to our records, your request has been resolved. If you have
any further questions or concerns, please respond to this message.

you must not have a blank line between the subject: header and the
RT-Attach-Message: header, hence your template should look

Subject: Resolved: {$Ticket->Subject}
RT-Attach-Message: yes

According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message.

Dirk.

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take up to 20 percent off the price. This sale won’t last long, so get in touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com