[rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline

[Chris Herrmann]

Hi Thomas,

Thanks for this. We're not ready yet to move to RT4 as we have other
dependant systems (billing, reporting) that will need to be upgraded to work
with RT4.

Conceptually I think forwarding an entire ticket is OK as an attachment, but
forwarding a single comment should not be - it should essentially work the
same way as any regular comment reply, except that the "forward" button
grabs the contents of the transaction in question and prepopulates the
content area, so that it can be modified if required.

I'll check ForwardFromUser a bit later, thanks for the pointer.

Regards,

Chris


RT 4.0.2 improves the format of forwards.  Tickets and transactions are
still forwarded as an attachment, rather than inline, but in our testing
the new format was handled much better by mail clients, including gmail.

Inline forwarding is something we briefly discussed, but it's not
planned at the moment.  There are some questions to how it would work,
especially formatting-wise when sending an entire ticket instead of a
single transaction.

> The other issue with the forwarded ticket is that the from address does
> not pick up the queue address or "Chris via RT" with the correct email
> address, rather it picks up the system default address.

That should not be the case, even in 3.8.7.  If the ForwardFromUser
option is enabled, then the user's address will be used, otherwise the
queue correspond address is used, and failing that, the system default
correspond address.

Thomas
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