Don't email attachments - howto?

Hello List,

First, I want to apologize if I’m asking a question that has been asked
in the archives already. I searched and couldn’t find anything that is
similiar to my question.

Okay, here is the request - is there a way to configure RT3 (3.0.10)
not to email attachments when sending repies, notifies and so on.
The idea is to store the attachment in RT, but in the emails that are
sent out, to include only the correspondense with the customer and skip
sending any binary attachments.

I hope I managed to explain everything clear enough.

Thanks in advance,
Kiril.

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Hello List,

[ …snip …]

Okay, here is the request - is there a way to configure RT3 (3.0.10)
not to email attachments when sending repies, notifies and so on.
The idea is to store the attachment in RT, but in the emails that are
sent out, to include only the correspondense with the customer and skip
sending any binary attachments.

Could you not just change the logic of how your staff reply to
requestors? Have them first ‘comment’ on the ticket and add the
attachment there then ‘reply’ with the text response?

I hope I managed to explain everything clear enough.

Thanks in advance,
Kiril.

  • Ken.

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Ken O’Driscoll wrote:

[…]

Could you not just change the logic of how your staff reply to
requestors? Have them first ‘comment’ on the ticket and add the
attachment there then ‘reply’ with the text response?

I’m not sure if that’s an option, but I rather depend on hardcoded
configuration instead of requestor’s “good will”. :slight_smile:

I belive I’ve seen such option set in rt 2.x series, isn’t there some
way to enforce it in rt3?

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See http://wiki.bestpractical.com/?Template for ‘RT-Attach-Message’.

Kiril Todorov wrote: