Thanks for your answers. The use case is that end users are submitting forms as attachments. This works fine until they want to submit updates to these forms. Some are submitting a new ticket with the updated form, some are just adding an attachment (updated form) to an old ticket. Since we are associating the form status with the ticket status, it becomes confusing to have multiple forms in one ticket. For example the first submitted form could have wrong data, when a second form could be correct.
I was thinking of creating a scrip 'On Correspond' checking for existing attachments. Since the forms are expected to be Excel-like, we could count only the .xls(s,m) and .csv. We would then reject a new correspondence if it comes with an attachment AND if we already have one Excel-like file. I am not an expert in Perl/RT. Any piece of code to help me started would be really appreciated. Thanks, Thierry -------- 2011 Training: http://bestpractical.com/services/training.html
