Forward template broken in 3.8.6+

RT Users
1

Does RT no longer respect the forward template? I had one from 3.8.2,
and I seem to recall it working fine.

Ours is pretty basic, just a (fairly obvious) note telling people to
ignore what they don’t understand, since
forwards are generally to those not using the system, and some people
freak out when they get a message
with unfamiliar terminology, etc. Today I was trying to amend it to
include the requestor’s email address
(again, recipients are not int he system, and the attached
transactions omit this!)

Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: 7bit
Content-Disposition: inline
RT-Attach-Message: yes
X-Template: Custom

This message has been forwarded from CEA ticket #{ $Ticket->id },
transaction #{ $Transaction->id }.
Don’t worry if you do not know what this means, simply enjoy the
message below from { $Ticket->RequestorAddresses }

But whether I forward a transaction or whole ticket, neither the
custom header nor the body is included…
Cambridge Energy Alliance: Save money. Save the planet.

2

Does RT no longer respect the forward template? I had one from 3.8.2,
and I seem to recall it working fine.

3.8.6 added a second template, one for forwarding Tickets and one for
forwarding just a transaction.

-kevin

3

Thanks! found the Forward Ticket template, and the modifications work there,
but even though I’ve updated the Forward template, I still get messages with
the format specified in etc/initialdata:

This is forward of transaction #178384 of a ticket #11761
4

Thanks! found the Forward Ticket template, and the modifications work there,
but even though I’ve updated the Forward template, I still get messages with
the format specified in etc/initialdata:

This is forward of transaction #178384 of a ticket #11761

That implies you should have an error in the logs, you’re seeing the
“Parsing the template and building a mail failed, use a fallback”
code. Look in RT::Interface::Email

-kevin

5

Hrmph, the template parser is mighty picky. It fails to compile:

This message has been forwarded from CEA ticket #{ $Ticket->id }
transaction #{ $Transaction->id }.
Don’t worry if you do not know what this means, simply enjoy the
message below from { $Ticket->RequestorAddresses }

But without the spaces around the transaction (as in the initialdata,
but who’d have thought it was meaningful and not simply to squeeze
everything onto one line) it works fine:

This message has been forwarded from CEA ticket #{ $Ticket->id }
transaction #{$Transaction->id}.
Don’t worry if you do not know what this means, simply enjoy the
message below from { $Ticket->RequestorAddresses }