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: {$Ticket->Subject}
Content-Type: text/html
Content:
RT-Attach-Message: yes
And the message on the outgoing mail is:
Managed-BY: RT 4.0.0 (Request Tracker — Best Practical Solutions)
Subject: [diana ferrari: Customer Query #459] AutoReply: Shipping & Refunds
MIME-Version: 1.0
In-Reply-To: 20110808002331.D67C588030@bne3-0003mrs.server-mail.com
Date: Mon, 8 Aug 2011 10:39:50 +1000
RT-Ticket: rt.coloradogroup.com.au #459
References: RT-Ticket-459@example.com 20110808002331.D67C588030@bne3-0003mrs.server-mail.com
Precedence: bulk
Message-ID: rt-4.0.0-11455-1312763990-1078.459-6-0@example.com
Reply-To: customerservice@dianaferrari.com.au
Content-Type: multipart/alternative; boundary=“----------=_1312763990-11455-11”
Content:
X-RT-Loop-Prevention: rt.coloradogroup.com.au
To: jokeown@gmail.com
Content-Transfer-Encoding: 8bit
From: “Jo Keown via RT” customerservice@dianaferrari.com.au
Subject: AutoReply: Shipping & Refunds
Content-Type: text/plain; charset=“utf-8”
Content:
X-RT-Original-Encoding: utf-8
RT-Attach-Message: yes
Dear Jo
This is a test to see if the attachment goes along with the email to my
jokeown@gmail.com account.
The attachment should be called “Web Store Tools.xls”.
Thanks
Jo
If you wish to contact us regarding this matter, please phone 1800 101 285 and
quote reference number 459.
Warm Regards,
The diana ferrari team
customerservice@dianaferrari.com.au
Any hints would be greatly appreciated. Is there something I should be looking for that would tell me that RT has attempted to send out the response with the attachment?
Cheers
Jo
Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane QLD 4101
Ph: +61 7 3877 3399
Mobile: 0402 697 351
Email: joanne.keown@coloradogroup.com.au
Sign up to FUSION now for special member offers at 5 of Australia’s leading fashion brands.
Subject: AutoReply: {$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: {$Ticket->Subject}
Content-Type: text/html
Content:
RT-Attach-Message: yesWhere’d that blank “Content:” header come from? Your template should be:
Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
RT-Attach-Message: yesYour 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: {$Ticket->Subject}
Content-Type: text/html
RT-Attach-Message: yes
Content:
The email content is coming through OK but just not with the attachment; there are no errors in the Console output log either. I’m not sure what I should be looking for, however, it would appear (to us) that RT isn’t attaching these when sending the email - even thought the ticket History is indicating that it should be. Help? 
If anyone has crossed this bridge before then I would love to hear from you.
Kind regards
Jo
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, 9 August 2011 8:29 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT4 add attachments to reply/comment
Subject: AutoReply: {$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 (Request Tracker... So much more than a help desk — Best Practical Solutions)
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
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 (Request Tracker... So much more than a help desk — Best Practical Solutions)
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