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<p class=MsoPlainText>Hi all,<o:p></o:p></p>
<p class=MsoPlainText>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:<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><b><i><span style='color:#943634'>Subject: AutoReply:
{$Ticket->Subject}<o:p></o:p></span></i></b></p>
<p class=MsoPlainText><b><i><span style='color:#943634'>Content-Type: text/html
<o:p></o:p></span></i></b></p>
<p class=MsoPlainText><b><i><span style='color:#943634'>Content: <o:p></o:p></span></i></b></p>
<p class=MsoPlainText><b><i><span style='color:#943634'>RT-Attach-Message: yes<o:p></o:p></span></i></b></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>And the message on the outgoing mail is:<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Managed-BY: RT
4.0.0 (http://www.bestpractical.com/rt/)<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Subject:
[diana ferrari: Customer Query #459] AutoReply: Shipping & Refunds <o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>MIME-Version:
1.0<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>In-Reply-To:
<20110808002331.D67C588030@bne3-0003mrs.server-mail.com><o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Date: Mon, 8
Aug 2011 10:39:50 +1000<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>RT-Ticket:
rt.coloradogroup.com.au #459<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>References:
<RT-Ticket-459@example.com>
<20110808002331.D67C588030@bne3-0003mrs.server-mail.com><o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Precedence:
bulk<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Message-ID:
<rt-4.0.0-11455-1312763990-1078.459-6-0@example.com><o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Reply-To:
customerservice@dianaferrari.com.au<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Content-Type:
multipart/alternative; boundary="----------=_1312763990-11455-11"<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Content: <o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>X-RT-Loop-Prevention:
rt.coloradogroup.com.au<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>To:
jokeown@gmail.com<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>Content-Transfer-Encoding:
8bit<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'>From: "Jo
Keown via RT" <customerservice@dianaferrari.com.au><o:p></o:p></span></i></b></p>
<p class=MsoNormal style='mso-line-height-alt:9.75pt'><b><i><span
style='font-size:10.0pt;font-family:"Courier New";color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>Subject: AutoReply: Shipping & Refunds<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>Content-Type: text/plain; charset="utf-8"<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>Content: <o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>X-RT-Original-Encoding: utf-8<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>RT-Attach-Message: yes<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>Dear Jo<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>This is a test to see if the attachment goes along with the
email to my<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>jokeown@gmail.com account.<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>The attachment should be called "Web Store Tools.xls".<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>Thanks<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>Jo<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>If you wish to contact us regarding this matter, please phone
1800 101 285 and<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>quote reference number 459.<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>Warm Regards,<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>The diana ferrari team<o:p></o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'><o:p> </o:p></span></i></b></p>
<p class=MsoNormal style='margin-left:12.0pt;mso-line-height-alt:9.75pt;
background:white'><b><i><span style='font-size:10.0pt;font-family:"Courier New";
color:#943634'>customerservice@dianaferrari.com.au<o:p></o:p></span></i></b></p>
<p class=MsoPlainText><b><i><o:p> </o:p></i></b></p>
<p class=MsoPlainText>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?<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>Cheers<o:p></o:p></p>
<p class=MsoPlainText>Jo<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>Jo Keown, MBusAdmin(Mgt), MIPA<o:p></o:p></p>
<p class=MsoPlainText>IS Business Analyst<o:p></o:p></p>
<p class=MsoPlainText>Colorado Group Ltd <o:p></o:p></p>
<p class=MsoPlainText>100 Melbourne Street<o:p></o:p></p>
<p class=MsoPlainText>South Brisbane QLD 4101<o:p></o:p></p>
<p class=MsoPlainText>Ph: +61 7 3877 3399<o:p></o:p></p>
<p class=MsoPlainText>Mobile: 0402 697 351<o:p></o:p></p>
<p class=MsoPlainText>Email: joanne.keown@coloradogroup.com.au<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText> Sign up to FUSION now for special member offers at
5 of Australia's leading fashion brands.<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><span lang=EN-US>-----Original Message-----<br>
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joy Dragon<br>
Sent: Tuesday, 9 August 2011 8:07 AM<br>
To: rt-users<br>
Subject: [rt-users] RT4 add attachments to reply/comment</span><o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>Hi,<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>I need to add the attachments to the replies and comments
of our tickets<o:p></o:p></p>
<p class=MsoPlainText>I saw that you can add the header RT-Attach-Message, to
the template,<o:p></o:p></p>
<p class=MsoPlainText>but I guess its not working with just that<o:p></o:p></p>
<p class=MsoPlainText>Is there anything else that I need to do to use that
functionality?<o:p></o:p></p>
<p class=MsoPlainText>Does that work in RT4?<o:p></o:p></p>
<p class=MsoPlainText>Thanks<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>Joy Dragon unki no ryoushi<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>--------<o:p></o:p></p>
<p class=MsoPlainText>2011 Training:
http://bestpractical.com/services/training.html<o:p></o:p></p>
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