RT4 add attachments to reply/comment

Hi,

I need to add the attachments to the replies and comments of our tickets
I saw that you can add the header RT-Attach-Message, to the template,
but I guess its not working with just that
Is there anything else that I need to do to use that functionality?
Does that work in RT4?
Thanks

Joy Dragon unki no ryoushi

Hi all,

Thanks for raising this Joy as I am also grappling with this issue in RT4. The attachments add to the Reply but seem to not be making it to the external recipients. I have the following set in my template:Subject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

Content:

RT-Attach-Message: yes

And the message on the outgoing mail is:

Managed-BY: RT 4.0.0 (http://www.bestpractical.com/rt/)
Subject: [diana ferrari: Customer Query #459] AutoReply: Shipping & Refunds
MIME-Version: 1.0
In-Reply-To: 20110808002331.D67C588030@bne3-0003mrs.server-mail.com
Date: Mon, 8 Aug 2011 10:39:50 +1000
RT-Ticket: rt.coloradogroup.com.au #459
References: RT-Ticket-459@example.com 20110808002331.D67C588030@bne3-0003mrs.server-mail.com
Precedence: bulk
Message-ID: rt-4.0.0-11455-1312763990-1078.459-6-0@example.com
Reply-To: customerservice@dianaferrari.com.au
Content-Type: multipart/alternative; boundary="----------=_1312763990-11455-11"
Content:
X-RT-Loop-Prevention: rt.coloradogroup.com.au
To: jokeown@gmail.com
Content-Transfer-Encoding: 8bit
From: “Jo Keown via RT” customerservice@dianaferrari.com.au

Subject: AutoReply: Shipping & Refunds
Content-Type: text/plain; charset="utf-8"
Content:
X-RT-Original-Encoding: utf-8

RT-Attach-Message: yes

Dear Jo

This is a test to see if the attachment goes along with the email to my
jokeown@gmail.com account.

The attachment should be called “Web Store Tools.xls”.

Thanks
Jo

If you wish to contact us regarding this matter, please phone 1800 101 285 and
quote reference number 459.

Warm Regards,
The diana ferrari team

customerservice@dianaferrari.com.au

Any hints would be greatly appreciated. Is there something I should be looking for that would tell me that RT has attempted to send out the response with the attachment?

Cheers

Jo

Jo Keown, MBusAdmin(Mgt), MIPA

IS Business Analyst

Colorado Group Ltd

100 Melbourne Street

South Brisbane QLD 4101

Ph: +61 7 3877 3399

Mobile: 0402 697 351

Email: joanne.keown@coloradogroup.com.au

Sign up to FUSION now for special member offers at 5 of Australia’s leading fashion brands.

Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
Content:
RT-Attach-Message: yes

Where’d that blank “Content:” header come from? Your template should be:

Content-Type: text/html
RT-Attach-Message: yes

Your autoreply text here.

Thomas

How can I get the default template for the reply or comment actions?
I’ve been changing all the templates to see if I can get to the one
that its using on those actions and still I cant get the attachments
for that ticket

Joy Dragon unki no ryoushiOn Mon, Aug 8, 2011 at 6:29 PM, Thomas Sibley trs@bestpractical.com wrote:

On 08/08/2011 06:25 PM, Joanne Keown wrote:

Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
Content:
RT-Attach-Message: yes

Where’d that blank “Content:” header come from? Your template should be:

Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
RT-Attach-Message: yes

Your autoreply text here.

Thomas


2011 Training: http://bestpractical.com/services/training.html

Hi Thomas and RT guru’s,

Many thanks for your response below, however, I don’t believe the Content has anything to do with this issue. I tried switching the two lines around (as shown below) but this stopped the email from working all together.Subject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

RT-Attach-Message: yes

Content:

The email content is coming through OK but just not with the attachment; there are no errors in the Console output log either. I’m not sure what I should be looking for, however, it would appear (to us) that RT isn’t attaching these when sending the email - even thought the ticket History is indicating that it should be. Help? :slight_smile:

If anyone has crossed this bridge before then I would love to hear from you.

Kind regards

Jo

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, 9 August 2011 8:29 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT4 add attachments to reply/comment

Subject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

Content:

RT-Attach-Message: yes

Where’d that blank “Content:” header come from? Your template should be:

Subject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

RT-Attach-Message: yes



Your autoreply text here.

Thomas

2011 Training: http://bestpractical.com/services/training.html

Hi all,

Thanks for raising this Joy as I am also grappling with this issue in RT4. The attachments add to the Reply but seem to not be making it to the external recipients. I have the following set in my template:

Subject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

Content:

RT-Attach-Message: yes

And the message on the outgoing mail is:

Managed-BY: RT 4.0.0 (http://www.bestpractical.com/rt/)

Subject: [diana ferrari: Customer Query #459] AutoReply: Shipping & Refunds

MIME-Version: 1.0

In-Reply-To: 20110808002331.D67C588030@bne3-0003mrs.server-mail.com

Date: Mon, 8 Aug 2011 10:39:50 +1000

RT-Ticket: rt.coloradogroup.com.au #459

References: RT-Ticket-459@example.com 20110808002331.D67C588030@bne3-0003mrs.server-mail.com

Precedence: bulk

Message-ID: rt-4.0.0-11455-1312763990-1078.459-6-0@example.com

Reply-To: customerservice@dianaferrari.com.au

Content-Type: multipart/alternative; boundary="----------=_1312763990-11455-11"

Content:

X-RT-Loop-Prevention: rt.coloradogroup.com.au

To: jokeown@gmail.com

Content-Transfer-Encoding: 8bit

From: “Jo Keown via RT” customerservice@dianaferrari.com.au

Subject: AutoReply: Shipping & Refunds

Content-Type: text/plain; charset=“utf-8”

Content:

X-RT-Original-Encoding: utf-8

RT-Attach-Message: yes

Dear Jo

This is a test to see if the attachment goes along with the email to my

jokeown@gmail.com account.

The attachment should be called “Web Store Tools.xls”.

Thanks

Jo

If you wish to contact us regarding this matter, please phone 1800 101 285 and

quote reference number 459.

Warm Regards,

The diana ferrari team

customerservice@dianaferrari.com.au

Any hints would be greatly appreciated. Is there something I should be looking for that would tell me that RT has attempted to send out the response with the attachment?

Cheers

Jo

Jo Keown, MBusAdmin(Mgt), MIPA

IS Business Analyst

Colorado Group Ltd

100 Melbourne Street

South Brisbane QLD 4101

Ph: +61 7 3877 3399

Mobile: 0402 697 351

Email: joanne.keown@coloradogroup.com.au

Sign up to FUSION now for special member offers at 5 of Australia’s leading fashion brands.

Many thanks for your response below, however, I don’t believe the
Content has anything to do with this issue. I tried switching the two
lines around (as shown below) but this stopped the email from working
all together.

Remove the Content: line entirely, it’s useless, and make sure there is
a blank line between the last header (RT-Attach-Message: yes) and your
template text.

Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
RT-Attach-Message: yes
Content:

Thomas

Hi Thomas,

Thanks once again.

OK, I’ve removed “Content:” and left the line in between (see below) but the email is still coming through without the attachment :(.Subject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

RT-Attach-Message: yes

Below is the extract from the ticket history that was generated from the Reply action…

Managed-BY: RT 4.0.0 (http://www.bestpractical.com/rt/)
MIME-Version: 1.0
Subject: [diana ferrari: Customer Query #459] Shipping & Refunds
In-Reply-To: 20110808002331.D67C588030@bne3-0003mrs.server-mail.com
Date: Wed, 10 Aug 2011 08:31:38 +1000
RT-Ticket: rt.coloradogroup.com.au #459
RT-Attachment: 459/7206/4826
References: RT-Ticket-459@example.com 20110808002331.D67C588030@bne3-0003mrs.server-mail.com
Precedence: bulk
Reply-To: customerservice@dianaferrari.com.au
Message-ID: rt-4.0.0-21505-1312929098-1503.459-5-0@example.com
X-RT-Loop-Prevention: rt.coloradogroup.com.au
X-RT-Original-Encoding: utf-8
BCC: jayne.bailey@coloradogroup.com.au, raelene.faulkner@coloradogroup.com.au, susan.hughes@coloradogroup.com.au
From: “Jo Keown via RT” customerservice@dianaferrari.com.au
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit

<URL: http://rt.coloradogroup.com.au:8080/Ticket/Display.html?id=459 >

Test number 6: Wooop woooop.

Attachment is on this one too.

Does the reference to “RT-Attachment: 459/7206/4826” above mean that the attachment I uploaded into the Reply screen has been attached to the email (at least at that point)? Should I be looking for a further reference to the attachment also in the Console output log too?

Kind regards

Jo

Jo Keown, MBusAdmin(Mgt), MIPA

IS Business Analyst

Colorado Group Ltd

100 Melbourne Street

South Brisbane QLD 4101

Ph: +61 7 3877 3399

Mobile: 0402 697 351

Email: joanne.keown@coloradogroup.com.au

Sign up to FUSION now for special member offers at 5 of Australia’s leading fashion brands.

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, 10 August 2011 8:06 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT4 add attachments to reply/comment

Many thanks for your response below, however, I don’t believe the

Content has anything to do with this issue. I tried switching the two

lines around (as shown below) but this stopped the email from working

all together.

Remove the Content: line entirely, it’s useless, and make sure there is

a blank line between the last header (RT-Attach-Message: yes) and your

template text.

Subject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

RT-Attach-Message: yes

Content:

Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Chicago, IL, USA September 26 & 27, 2011

  • San Francisco, CA, USA October 18 & 19, 2011

  • Washington DC, USA October 31 & November 1, 2011

  • Melbourne VIC, Australia November 28 & 29, 2011

  • Barcelona, Spain November 28 & 29, 2011

OK, I’ve removed “Content:” and left the line in between (see below) but the email is still
coming through without the attachment L.

Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
RT-Attach-Message: yes

Hopefully outlook is mangling your whitespace, since it’s important
that it be
top of template
Subject:
Content-Type
RT-Attach-Message

content

RT-Attachment: 459/7206/4826

Does the reference to “RT-Attachment: 459/7206/4826” above mean that the attachment I uploaded
into the Reply screen has been attached to the email (at least at that point)? Should I be
looking for a further reference to the attachment also in the Console output log too?

As you noted, on Ticket 459, Transaction 7206 had Attachment 4826
You can look those up in the database by id.

You’re showing us the “Show outoing mail” emails, correct?
You need to show the headers from the actual mail as received by the
outside recipients.

You’ll also see a lot on the console in the debug log

-kevin

Hi Kevin,

Many thanks for the below. We have resolved this with the below “Correspondence” Queue Template header;Subject: AutoReply: {$Ticket->Subject}

RT-Attach-Message: yes

Content-Type: text/html

Thanks to everyone who helped out with this.

Kind regards

Jo

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, 10 August 2011 10:12 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT4 add attachments to reply/comment

OK, I’ve removed “Content:” and left the line in between (see below) but the email is still

coming through without the attachment L.

Subject: AutoReply: {$Ticket->Subject}

Content-Type: text/html

RT-Attach-Message: yes

Hopefully outlook is mangling your whitespace, since it’s important that it be top of template

Subject:

Content-Type

RT-Attach-Message

content

RT-Attachment: 459/7206/4826

Does the reference to “RT-Attachment: 459/7206/4826” above mean that the attachment I uploaded

into the Reply screen has been attached to the email (at least at that point)? Should I be

looking for a further reference to the attachment also in the Console output log too?

As you noted, on Ticket 459, Transaction 7206 had Attachment 4826 You can look those up in the database by id.

You’re showing us the “Show outoing mail” emails, correct?

You need to show the headers from the actual mail as received by the outside recipients.

You’ll also see a lot on the console in the debug log

-kevin