Including HTML attachments on a comment action

Hi,

We’re using RT 3.6.7 in one setting and in particular, we’d like to be
able to

  1. submit a ticket via email with a single HTML attachment (already
    supported)

  2. view the HTML attachment inline as HTML by default (nice, but not
    critial) for that ticket.

  3. most importantly, on “comment”, have the HTML attachment sent to
    the CC recipients as an HTML attachment (with little or no scrubbing)
    for that ticket in step (1). This is critical

Despite using “RT-Attach-Message: yes” in the relevant template, this
is not happening.

Suggestions appreciated.

Regards,
Mark Blackman
Exonetric

Hi,

We’re using RT 3.6.7 in one setting and in particular, we’d like to be
able to

  1. submit a ticket via email with a single HTML attachment (already
    supported)

  2. view the HTML attachment inline as HTML by default (nice, but not
    critial) for that ticket.

  3. most importantly, on “comment”, have the HTML attachment sent to
    the CC recipients as an HTML attachment (with little or no scrubbing)
    for that ticket in step (1). This is critical

Despite using “RT-Attach-Message: yes” in the relevant template, this
is not happening.

Suggestions appreciated.

I am not sure if this is possible in rt-3.6.x, but 3.8 added much better
html support, see: docs/templates.pod

Basically, in your templates, make sure the top contains:

Content-Type: text/html

and near the bottom where the message content is added, it has to be
changed to:

{$Transaction->Content(Type => ‘text/html’)}

Hi,

We’re using RT 3.6.7 in one setting and in particular, we’d like to
be able to

  1. submit a ticket via email with a single HTML attachment (already
    supported)

  2. view the HTML attachment inline as HTML by default (nice, but not
    critial) for that ticket.

  3. most importantly, on “comment”, have the HTML attachment sent to
    the CC recipients as an HTML attachment (with little or no scrubbing)
    for that ticket in step (1). This is critical

Despite using “RT-Attach-Message: yes” in the relevant template, this
is not happening.

RT-Attach-Message attaches attachments from the current transaction.
It sounds like you added the attachment in Create or a previous
comment?

-kevin

Hi,

We’re using RT 3.6.7 in one setting and in particular, we’d like to
be able to

  1. submit a ticket via email with a single HTML attachment (already
    supported)

  2. view the HTML attachment inline as HTML by default (nice, but not
    critial) for that ticket.

  3. most importantly, on “comment”, have the HTML attachment sent to
    the CC recipients as an HTML attachment (with little or no scrubbing)
    for that ticket in step (1). This is critical

Despite using “RT-Attach-Message: yes” in the relevant template, this
is not happening.

RT-Attach-Message attaches attachments from the current transaction.
It sounds like you added the attachment in Create or a previous
comment?

That’s right, the attachment was part of the initial email submission.
Currently, the ‘comment’ action will quote the entire original transaction
(which was a Create), but does not attach the HTML attachment, which for this
purpose is required.

Is this possible? Do I need to tweak either the template
used during ‘Create’ or the one used during ‘Comment’.

Thanks for listening.

Cheers,
Mark

  1. most importantly, on “comment”, have the HTML attachment sent to
    the CC recipients as an HTML attachment (with little or no scrubbing)
    for that ticket in step (1). This is critical

Despite using “RT-Attach-Message: yes” in the relevant template, this
is not happening.

Suggestions appreciated.

I am not sure if this is possible in rt-3.6.x, but 3.8 added much better html support, see: docs/templates.pod

Basically, in your templates, make sure the top contains:

Content-Type: text/html

and near the bottom where the message content is added, it has to be changed to:

{$Transaction->Content(Type => ‘text/html’)}

hmm, ok, thanks. I don’t really follow that, but I’ll try it.

Cheers,
Mark

Despite using “RT-Attach-Message: yes” in the relevant template, this
is not happening.

RT-Attach-Message attaches attachments from the current transaction.
It sounds like you added the attachment in Create or a previous
comment?

That’s right, the attachment was part of the initial email submission.
Currently, the ‘comment’ action will quote the entire original transaction
(which was a Create), but does not attach the HTML attachment, which for this
purpose is required.

Is this possible? Do I need to tweak either the template
used during ‘Create’ or the one used during ‘Comment’.

RT-Attach-Message will send the attachment on Create, but attaching it
to the Correspond/Comment action later would take code.

-kevin