Stripping attachments for outgoing mail for specific queue

RT Users
1

Hi,

I am creating a new queue in my RT (3.8.5) system. As users will be sending a fair amount of attachments, I would like to strip the outgoing emails of these attachments in order to keep their mailbox size low. So users will still get email for any comments/correspondences but not the attachments.
Is there any way that RT can strip the attachments of outgoing mail for a specific queue?
Does anyone know if this is possible in any way?

I was thinking maybe I can achieve this by modifying the system queue scrips (that are : “on action” Notify “someone”), but don’t really know how if it is possible or how to achieve this.

Thanks in advance for the help
-Nik

2

I am creating a new queue in my RT (3.8.5) system. As users will be sending a fair amount of attachments, I would like to strip the outgoing emails of these attachments in order to keep their mailbox size low. So users will still get email for any comments/correspondences but not the attachments.
Is there any way that RT can strip the attachments of outgoing mail for a specific queue?
Does anyone know if this is possible in any way?

I was thinking maybe I can achieve this by modifying the system queue scrips (that are : “on action” Notify “someone”), but don’t really know how if it is possible or how to achieve this.

Create per-queue templates for the Correspondence/Comment-related
templates (depending on exactly which people you don’t want to
receive attachments) by copying the template content from the
global templates of the same name, and remove the

RT-Attach-Message: yes

line from them.

You shouldn’t need to modify the scrips as long as you name the
per-queue templates after the global ones, so they will automatically
override them, I believe.

Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford

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3

Hi Dominic,

I tried what you described and it works perfectly.
Thanks for all the help…you saved me from hacking the code again :slight_smile:

You shouldn’t need to modify the scrips as long as you name the
per-queue templates after the global ones, so they will automatically
override them, I believe.

You believe right…I created a “Correspondence” template in the desired queue,
and removed the “RT-Attach-Message: yes” line and it indeed overrides the global one.
Now when replying to a ticket in that queue on attachment is attached.

Thanks again

Regards
Nik