I would like to customize behaviour of Forward ticket action. When I forward ticket to recipient I would like to send him only my message without original ticket content ( by default it is attached to the mail). My business wants to keep any discussion about tickets inside the RT. I tried to modify SendForward.pm file but if I change something scrip stop working. Condition - On Forward Ticket, Action - Send Forward, Action - Forward Ticket
Are you trying to do “On Forward Transaction” rather than “On Forward Ticket”? Ie just send the contents of a single transaction attached to the ticket, rather than the ticket itself?
I would like to send only information which is typed by the RT operator within text field. I don’t want to send any information which are stored inside the ticket.