Making original email a true attachment in AdminCC notifications

Hi,

I have been looking into changing the notification emails that are

delivered to AdminCcs when a ticket is created to have the original email
from the requestor be a true message/rfc822 attachment instead of the
original content inlined in the AdminCc email. It doesn’t appear you can do
this directly in the template but instead It appears it requires a change to
the action code. Has anyone done anything like this? Am I barking up the
wrong tree? I am using RT 3.8.9.

Regards,

Paul Fincher
Green Hills Software - blocked::http://www.ghs.com/ http://www.ghs.com

Paul,

What’s wrong with leaving it as it is? Is the original content of the email
NOT in the correspondence to the AdminCc? Have you tried simply modifying
the template to have a different look/data?

Kenn
LBNLOn Tue, Jun 14, 2011 at 10:26 AM, Paul Fincher pfincher@ghs.com wrote:

Hi,

I have been looking into changing the notification emails that are

delivered to AdminCcs when a ticket is created to have the original email
from the requestor be a true message/rfc822 attachment instead of the
original content inlined in the AdminCc email. It doesn’t appear you can do
this directly in the template but instead It appears it requires a change to
the action code. Has anyone done anything like this? Am I barking up the
wrong tree? I am using RT 3.8.9.

Regards,

Paul Fincher
Green Hills Software - http://www.ghs.com**

   I have been looking into changing the notification emails that are delivered to AdminCcs

when a ticket is created to have the original email from the requestor be a true
message/rfc822 attachment instead of the original content inlined in the AdminCc email. It
doesn’t appear you can do this directly in the template but instead It appears it requires a
change to the action code. Has anyone done anything like this? Am I barking up the wrong
tree? I am using RT 3.8.9.

You’d need to steal from some of the forwarding code and write a custom
action to make it message/rfc822. Doing it inline in the template
doesn’t work.

-kevin

   I have been looking into changing the notification emails that are delivered to AdminCcs

when a ticket is created to have the original email from the requestor be a true
message/rfc822 attachment instead of the original content inlined in the AdminCc email. It
doesn’t appear you can do this directly in the template but instead It appears it requires a
change to the action code. Has anyone done anything like this? Am I barking up the wrong
tree? I am using RT 3.8.9.

You’d need to steal from some of the forwarding code and write a custom
action to make it message/rfc822. Doing it inline in the template
doesn’t work.

I searched the RT-users archive for the wording “original email” and
found this old thread.

We would like to do something similar now: attach the original email (in
its entirety, attachments and all) to an outgoing message in
RT. Creating a ‘message/rfc822’ attachments seems like a natural choice.

When a ticket changes queue, we notify the new adminCCs via a
scrip/template. It would be useful to have the original mail attached to
this outgoing message. We would like to do the same when a ticket
changes owner. The rationale for doing this, is to be able to respond to
the ticket directly via email, without having to visit the RT web-gui.

We have done something similar in another context earlier. We archive
all emails into individual files (via procmail) before being piped
into RT. Using the Message-ID as identifiers, we can retrieve the exact
copy of the original email message. We use this as a simple way to
"forward" the original email to external parties from our RT
installation. We implemented this as a “dummy queue” with a
corresponding scrip. For tickets moved into this queue, we simply
retrieve the original email from the archive (grep’ing for the
message-id), and resend it to the external party.

This same solution can be used in our new use-case, but I was wondering
if this could be accomplished inside RT, and if so, if somebody else has
done this before.

  • Vegard V -