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

[Joanne Keown]

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





-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, 9 August 2011 8:29 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT4 add attachments to reply/comment



On 08/08/2011 06:25 PM, Joanne Keown wrote:

> 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 (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"

Content:

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"

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 at 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 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?



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 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



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



--------

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