[rt-users] RT4 add attachments to reply/comment

Joanne Keown Joanne.Keown at coloradogroup.com.au
Mon Aug 8 18:25:47 EDT 2011

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


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 at 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 at example.com> <20110808002331.D67C588030 at bne3-0003mrs.server-mail.com>
Precedence: bulk
Message-ID: <rt-4.0.0-11455-1312763990-1078.459-6-0 at example.com>
Reply-To: customerservice at dianaferrari.com.au
Content-Type: multipart/alternative; boundary="----------=_1312763990-11455-11"
X-RT-Loop-Prevention: rt.coloradogroup.com.au
To: jokeown at gmail.com
Content-Transfer-Encoding: 8bit
From: "Jo Keown via RT" <customerservice at dianaferrari.com.au>

Subject: AutoReply: Shipping & Refunds
Content-Type: text/plain; charset="utf-8"
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 at gmail.com account.

The attachment should be called "Web Store Tools.xls".


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 at 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?



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 at coloradogroup.com.au

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

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joy Dragon
Sent: Tuesday, 9 August 2011 8:07 AM
To: rt-users
Subject: [rt-users] RT4 add attachments to reply/comment


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?


Joy Dragon unki no ryoushi


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