Re-send a previously attached attachment?

Hi All,

Apologies if I have missed something obvious.

How can I re-send an attachment that has previously been attached to a
ticket without downloading it and re-attaching it.

For example, if a new requestor or CC is added to a ticket, and I want
to get them up to date quickly by referring to previously
discussed/attached information.

Comments/Suggestions welcomed

Regards,

Boli
Network Engineer

Point them to the web view of the ticket? The attachment should be there in the ticket history, so they can download/view it at their leisure.

(assuming you don’t have a security policy that would prevent this)
Kendric Beachey-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Boli
Sent: Tuesday, August 13, 2013 3:36 PM
To: RT users
Subject: [rt-users] Re-send a previously attached attachment?

Hi All,

Apologies if I have missed something obvious.

How can I re-send an attachment that has previously been attached to a ticket without downloading it and re-attaching it.

For example, if a new requestor or CC is added to a ticket, and I want to get them up to date quickly by referring to previously discussed/attached information.

Comments/Suggestions welcomed

Regards,

Boli
Network Engineer

CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Boli
Sent: Tuesday, August 13, 2013 3:36 PM
To: RT users
Subject: [rt-users] Re-send a previously attached attachment?

Hi All,

Apologies if I have missed something obvious.

How can I re-send an attachment that has previously been attached to a ticket without downloading it and re-attaching it.

For example, if a new requestor or CC is added to a ticket, and I want to get them up to date quickly by referring to previously discussed/attached information.

Comments/Suggestions welcomed

Regards,

Point them to the web view of the ticket? The attachment should be there in the ticket history, so they can download/view it at their leisure.

(assuming you don’t have a security policy that would prevent this)

The alternate (attaching a previously attached attachment to a new
reply) is something we’ve explored in a few branches with clients, but
nothing we’ve written has stuck or been right for mainstream release.

-kevin

Hi Boli,

We (Bekeny) did something related:
http://requesttracker.8502.n7.nabble.com/attachment-improvements-td45499.html

Regards,

ÁkosOn Tue, Aug 13, 2013 at 10:35 PM, Boli boli@itss.co.tz wrote:

Hi All,

Apologies if I have missed something obvious.

How can I re-send an attachment that has previously been attached to a
ticket without downloading it and re-attaching it.

For example, if a new requestor or CC is added to a ticket, and I want
to get them up to date quickly by referring to previously
discussed/attached information.

Comments/Suggestions welcomed

Regards,

Boli

Network Engineer

Hi All,

Apologies if I have missed something obvious.

How can I re-send an attachment that has previously been attached to a
ticket without downloading it and re-attaching it.

For example, if a new requestor or CC is added to a ticket, and I want
to get them up to date quickly by referring to previously
discussed/attached information.

Comments/Suggestions welcomed

Regards,

Boli

Try my RT::Extension::AddAttachmentsFromTransactions:

Chris

Hi Kevin,Am 14.08.2013 16:36, schrieb Kevin Falcone:

The alternate (attaching a previously attached attachment to a new
reply) is something we’ve explored in a few branches with clients, but
nothing we’ve written has stuck or been right for mainstream release.

-kevin

maybe you can share some informations on the problems with your solutions.

I created RT::Extension::AddAttachmentsFromTransactions which is based
on your 4.4/attach-from-transactions branch and this makes your users happy.

Chris

Hi Kevin,

Am 14.08.2013 16:36, schrieb Kevin Falcone:

The alternate (attaching a previously attached attachment to a new
reply) is something we’ve explored in a few branches with clients, but
nothing we’ve written has stuck or been right for mainstream release.

maybe you can share some informations on the problems with your solutions.

I created RT::Extension::AddAttachmentsFromTransactions which is based
on your 4.4/attach-from-transactions branch and this makes your users happy.

I have not worked with your extension yet, but as I recall the two
largest complaints with the branch as-is were:

Display of attachments on the new replies (they aren’t true
attachments, and render in a funny way and were otherwise not as
obvious as needed). Fixed if we better fake-up the attachment record.

Picking attachments from multiple transactions, especially on long
attachment heavy tickets. This is a desirable feature, but just
providing a list of all attachments is… unusable. We’ve played with
a few other UX ideas also.

There’s a longer internal writeup of problems with the branch, but it
has some customer-specific things in it. I do hope we can find a
solution for 4.4 but at this point we’ve missed the 4.2 window.

As the recent blog posts may make clear, we’re getting closer and
closer to 4.2.0rc1.

-kevin

I have not worked with your extension yet, but as I recall the two
largest complaints with the branch as-is were:

Maybe you or one of the other developers have time to have a look on my
extension.

Display of attachments on the new replies (they aren’t true
attachments, and render in a funny way and were otherwise not as
obvious as needed). Fixed if we better fake-up the attachment record.

I personally like the solution from Thomas in
Display RT-Attach headers in history by linking the filename · bestpractical/rt@ea61a55 · GitHub which is integrated
with some small changes in my extension.

Picking attachments from multiple transactions, especially on long
attachment heavy tickets. This is a desirable feature, but just
providing a list of all attachments is… unusable. We’ve played with
a few other UX ideas also.

If it is here an problem, isn’t it also a problem with the attachments
widget on Ticket/Display.html?

My current idea is to place the widget with the attachments after the
message widget and before the submit button. The widget will be by
default rolled up, as the ‘Scrips and Recipients’ widget if you have
set SimplifiedRecipients to true in RT_SiteConfig.pm.
Sadly the necessary callback is missing but I just send an pull request:

There’s a longer internal writeup of problems with the branch, but it
has some customer-specific things in it. I do hope we can find a
solution for 4.4 but at this point we’ve missed the 4.2 window.

After the 4.2 release may you have time to give some feedback on my
extension so I can send a pull request to integrate this one in 4.4.

As the recent blog posts may make clear, we’re getting closer and
closer to 4.2.0rc1.

Thanks for the note. I missed this new posts (mainly because of my
vacation). But on an dev box I have the master branch installed to take
a look on RT 4.2 and I’m looking forward to the new release. Great work.
Thanks!

Chris

Am 03.09.2013 23:04, schrieb Kevin Falcone:

I have not worked with your extension yet, but as I recall the two
largest complaints with the branch as-is were:

Maybe you or one of the other developers have time to have a look on my
extension.

I hope to, we’ve been busy with the new release, but it’s on my list
of things to look at.

Display of attachments on the new replies (they aren’t true
attachments, and render in a funny way and were otherwise not as
obvious as needed). Fixed if we better fake-up the attachment record.

I personally like the solution from Thomas in
Display RT-Attach headers in history by linking the filename · bestpractical/rt@ea61a55 · GitHub which is integrated
with some small changes in my extension.

Thomas didn’t like that solution after trying it in production with a
client. When I get a chance to look at the extension, I’ll try to dig
out his specific objections.

Picking attachments from multiple transactions, especially on long
attachment heavy tickets. This is a desirable feature, but just
providing a list of all attachments is… unusable. We’ve played with
a few other UX ideas also.

If it is here an problem, isn’t it also a problem with the attachments
widget on Ticket/Display.html?

I believe the attachments widget on Ticket/Display.html has problems
on long-lived tickets or attachment heavy tickets. I hope it’ll be
one of the things we address in 4.4.

My current idea is to place the widget with the attachments after the
message widget and before the submit button. The widget will be by
default rolled up, as the ‘Scrips and Recipients’ widget if you have
set SimplifiedRecipients to true in RT_SiteConfig.pm.
Sadly the necessary callback is missing but I just send an pull request:
add new callback before submit button by netsandbox · Pull Request #65 · bestpractical/rt · GitHub

I saw the PR and merged it earlier.

There’s a longer internal writeup of problems with the branch, but it
has some customer-specific things in it. I do hope we can find a
solution for 4.4 but at this point we’ve missed the 4.2 window.

After the 4.2 release may you have time to give some feedback on my
extension so I can send a pull request to integrate this one in 4.4.

It’s definitely on my list.

-kevin