On Tue, 14 Jun 2011 15:22:56 -0400 Kevin Falcone <falc...@bestpractical.com> wrote:
> On Tue, Jun 14, 2011 at 01:26:38PM -0400, Paul Fincher wrote: >> I have been looking into changing the notification emails that are >> delivered to AdminCcs >> when a ticket is created to have the original email from the requestor be >> a true >> message/rfc822 attachment instead of the original content inlined in the >> AdminCc email. It >> doesn't appear you can do this directly in the template but instead It >> appears it requires a >> change to the action code. Has anyone done anything like this? Am I >> barking up the wrong >> tree? I am using RT 3.8.9. > > You'd need to steal from some of the forwarding code and write a custom > action to make it message/rfc822. Doing it inline in the template > doesn't work. I searched the RT-users archive for the wording "original email" and found this old thread. We would like to do something similar now: attach the original email (in its entirety, attachments and all) to an outgoing message in RT. Creating a 'message/rfc822' attachments seems like a natural choice. When a ticket changes queue, we notify the new adminCCs via a scrip/template. It would be useful to have the original mail attached to this outgoing message. We would like to do the same when a ticket changes owner. The rationale for doing this, is to be able to respond to the ticket directly via email, without having to visit the RT web-gui. We have done something similar in another context earlier. We archive all emails into individual files (via procmail) *before* being piped into RT. Using the Message-ID as identifiers, we can retrieve the exact copy of the original email message. We use this as a simple way to "forward" the original email to external parties from our RT installation. We implemented this as a "dummy queue" with a corresponding scrip. For tickets moved into this queue, we simply retrieve the original email from the archive (grep'ing for the message-id), and resend it to the external party. This same solution can be used in our new use-case, but I was wondering if this could be accomplished inside RT, and if so, if somebody else has done this before. -- - Vegard V - --------- RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016