RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline

Hi all,

is there a way of making the forward transaction / ticket function forward
the content in the way that it was initially generated, rather than as an
attached eml file? So the text content of a transaction should appear as
inline text, and any attachments should appear as attachments, rather than
as attachments embedded within an attached email.

Outlook opens up the attached files OK, but gmail won’t, iphone won’t etc.

Currently the template for “Forward Ticket” is very sparse:

This is a forward of ticket #{ $Ticket->id }

The other issue with the forwarded ticket is that the from address does not
pick up the queue address or “Chris via RT” with the correct email address,
rather it picks up the system default address.

I"m not sure but I’m guessing that I might be able to fix the format through
a slightly more descriptive template but am not sure where to start…

Thanks,

Chris

is there a way of making the forward transaction / ticket function
forward the content in the way that it was initially generated, rather
than as an attached eml file? So the text content of a transaction
should appear as inline text, and any attachments should appear as
attachments, rather than as attachments embedded within an attached email.

Outlook opens up the attached files OK, but gmail won’t, iphone won’t etc.

RT 4.0.2 improves the format of forwards. Tickets and transactions are
still forwarded as an attachment, rather than inline, but in our testing
the new format was handled much better by mail clients, including gmail.

Inline forwarding is something we briefly discussed, but it’s not
planned at the moment. There are some questions to how it would work,
especially formatting-wise when sending an entire ticket instead of a
single transaction.

The other issue with the forwarded ticket is that the from address does
not pick up the queue address or “Chris via RT” with the correct email
address, rather it picks up the system default address.

That should not be the case, even in 3.8.7. If the ForwardFromUser
option is enabled, then the user’s address will be used, otherwise the
queue correspond address is used, and failing that, the system default
correspond address.

Thomas

Hi Thomas,

Thanks for this. We’re not ready yet to move to RT4 as we have other
dependant systems (billing, reporting) that will need to be upgraded to work
with RT4.

Conceptually I think forwarding an entire ticket is OK as an attachment, but
forwarding a single comment should not be - it should essentially work the
same way as any regular comment reply, except that the “forward” button
grabs the contents of the transaction in question and prepopulates the
content area, so that it can be modified if required.

I’ll check ForwardFromUser a bit later, thanks for the pointer.

Regards,

Chris

RT 4.0.2 improves the format of forwards. Tickets and transactions are
still forwarded as an attachment, rather than inline, but in our testing
the new format was handled much better by mail clients, including gmail.

Inline forwarding is something we briefly discussed, but it’s not
planned at the moment. There are some questions to how it would work,
especially formatting-wise when sending an entire ticket instead of a
single transaction.

The other issue with the forwarded ticket is that the from address does
not pick up the queue address or “Chris via RT” with the correct email
address, rather it picks up the system default address.

That should not be the case, even in 3.8.7. If the ForwardFromUser
option is enabled, then the user’s address will be used, otherwise the
queue correspond address is used, and failing that, the system default
correspond address.

Thomas