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<p class=MsoPlainText>Hi Thomas and RT guru’s,<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>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.<o:p></o:p></p>
<p class=MsoPlainText style='margin-left:36.0pt'><b><span style='color:#C00000'>Subject:
AutoReply: {$Ticket->Subject}<o:p></o:p></span></b></p>
<p class=MsoPlainText style='margin-left:36.0pt'><b><span style='color:#C00000'>Content-Type:
text/html <o:p></o:p></span></b></p>
<p class=MsoPlainText style='margin-left:36.0pt'><b><span style='color:#C00000'>RT-Attach-Message:
yes<o:p></o:p></span></b></p>
<p class=MsoPlainText style='margin-left:36.0pt'><b><span style='color:#C00000'>Content:</span></b>
<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>The email content is coming through OK but just not with
the attachment; there are no errors in the Console output log either. I'm not
sure what I should be looking for, however, it would appear (to us) that RT
isn't attaching these when sending the email - even thought the ticket History
is indicating that it should be. Help? :)<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>If anyone has crossed this bridge before then I would
love to hear from you.<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>Kind regards<o:p></o:p></p>
<p class=MsoPlainText>Jo<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><span lang=EN-US>-----Original Message-----<br>
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]
On Behalf Of Thomas Sibley<br>
Sent: Tuesday, 9 August 2011 8:29 AM<br>
To: rt-users@lists.bestpractical.com<br>
Subject: Re: [rt-users] RT4 add attachments to reply/comment</span><o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>On 08/08/2011 06:25 PM, Joanne Keown wrote:<o:p></o:p></p>
<p class=MsoPlainText>> Subject: AutoReply: {$Ticket->Subject}<o:p></o:p></p>
<p class=MsoPlainText>> Content-Type: text/html <o:p></o:p></p>
<p class=MsoPlainText>> Content: <o:p></o:p></p>
<p class=MsoPlainText>> RT-Attach-Message: yes<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>Where'd that blank "Content:" header come
from? Your template should be:<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText> Subject: AutoReply: {$Ticket->Subject}<o:p></o:p></p>
<p class=MsoPlainText> Content-Type: text/html<o:p></o:p></p>
<p class=MsoPlainText> RT-Attach-Message: yes<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText> Your autoreply text here.<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>Thomas<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>--------<o:p></o:p></p>
<p class=MsoPlainText>2011 Training: <a
href="http://bestpractical.com/services/training.html">http://bestpractical.com/services/training.html</a><o:p></o:p></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Hi all,<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Thanks for raising this Joy as
I am also grappling with this issue in RT4. The attachments add to the Reply
but seem to not be making it to the external recipients. I have the following
set in my template:<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText style='margin-left:36.0pt'><b><span style='color:#C00000'>Subject:
AutoReply: {$Ticket->Subject}<o:p></o:p></span></b></p>
<p class=MsoPlainText style='margin-left:36.0pt'><b><span style='color:#C00000'>Content-Type:
text/html <o:p></o:p></span></b></p>
<p class=MsoPlainText style='margin-left:36.0pt'><b><span style='color:#C00000'>Content:
<o:p></o:p></span></b></p>
<p class=MsoPlainText style='margin-left:36.0pt'><b><span style='color:#C00000'>RT-Attach-Message:
yes<o:p></o:p></span></b></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>And the message on the outgoing
mail is:<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Managed-BY: RT 4.0.0
(http://www.bestpractical.com/rt/)<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Subject: [diana ferrari:
Customer Query #459] AutoReply: Shipping & Refunds <o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>MIME-Version: 1.0<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>In-Reply-To:
<20110808002331.D67C588030@bne3-0003mrs.server-mail.com><o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Date: Mon, 8 Aug 2011
10:39:50 +1000<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>RT-Ticket:
rt.coloradogroup.com.au #459<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>References:
<RT-Ticket-459@example.com>
<20110808002331.D67C588030@bne3-0003mrs.server-mail.com><o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Precedence: bulk<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Message-ID:
<rt-4.0.0-11455-1312763990-1078.459-6-0@example.com><o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Reply-To:
customerservice@dianaferrari.com.au<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Content-Type:
multipart/alternative; boundary="----------=_1312763990-11455-11"<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Content: <o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>X-RT-Loop-Prevention:
rt.coloradogroup.com.au<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>To: jokeown@gmail.com<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Content-Transfer-Encoding:
8bit<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>From: "Jo Keown via
RT" <customerservice@dianaferrari.com.au><o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Subject: AutoReply:
Shipping & Refunds<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Content-Type: text/plain;
charset="utf-8"<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Content: <o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>X-RT-Original-Encoding:
utf-8<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>RT-Attach-Message: yes<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Dear Jo<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>This is a test to see if
the attachment goes along with the email to my<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>jokeown@gmail.com account.<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>The attachment should be
called "Web Store Tools.xls".<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Thanks<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Jo<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>If you wish to contact us
regarding this matter, please phone 1800 101 285 and<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>quote reference number
459.<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>Warm Regards,<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>The diana ferrari team<o:p></o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'><o:p> </o:p></span></b></p>
<p class=MsoPlainText><b><span style='color:#C00000'>customerservice@dianaferrari.com.au<o:p></o:p></span></b></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>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></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Cheers<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Jo<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Jo Keown, MBusAdmin(Mgt), MIPA<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>IS Business Analyst<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Colorado Group Ltd <o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>100 Melbourne Street<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>South Brisbane QLD 4101<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Ph: +61 7 3877 3399<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Mobile: 0402 697 351<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Email:
joanne.keown@coloradogroup.com.au<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'> Sign up to FUSION now for
special member offers at 5 of Australia's leading fashion brands.<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>-----Original Message-----<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>From:
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joy Dragon<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Sent: Tuesday, 9 August 2011
8:07 AM<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>To: rt-users<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Subject: [rt-users] RT4 add
attachments to reply/comment<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Hi,<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>I need to add the attachments
to the replies and comments of our tickets<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>I saw that you can add the
header RT-Attach-Message, to the template,<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>but I guess its not working
with just that<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Is there anything else that I
need to do to use that functionality?<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Does that work in RT4?<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Thanks<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>Joy Dragon unki no ryoushi<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'><o:p> </o:p></span></p>
<p class=MsoPlainText><span style='color:black'>--------<o:p></o:p></span></p>
<p class=MsoPlainText><span style='color:black'>2011 Training:
http://bestpractical.com/services/training.html<o:p></o:p></span></p>
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