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Re: How to add attachments (not links) with a template to an outgoing mail?

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toml at bitstatement

Nov 19, 2009, 1:43 PM

Post #1 of 4 (617 views)
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Re: How to add attachments (not links) with a template to an outgoing mail?

Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi, i followed the the instructions from wiki to add all attachments
> from a ticket (during the whole livetime) as links to the outgoing
> mail. No i need to attache all the attachements to the outgoing mail,
> but i can't find anything useful at the wiki for this.
>
> Any suggestions?

As far as I know, you'd have to write a custom email template that
fetches the attachment contents through the perl API and builds a
MIME-encapsulated message body. Of course it has to execute fully
before the resulting page will display, which might take awhile.

Since I've forgotten most of my perl at this point, and I'd want the
page to display quicker, personally I would probably build myself a
custom REST service and have the perl template call that and supply some
parameters. But that's just me.

--
--
Tom Lahti, SCMDBA, LPIC-1
BIT LLC
(425)251-0833 x 117
http://www.bitstatement.net/
--
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torsten.brumm at Kuehne-Nagel

Nov 20, 2009, 3:28 AM

Post #2 of 4 (584 views)
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Re: How to add attachments (not links) with a template to an outgoing mail? [In reply to]

Hi Tom,

thanks for the hint. in the mean time we found a easy way to do this ;-)

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne

-----Urspruengliche Nachricht-----
Von: Tom Lahti [mailto:toml [at] bitstatement]
Gesendet: Donnerstag, 19. November 2009 22:43
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users [at] lists
Betreff: Re: [rt-users] How to add attachments (not links) with a template to an outgoing mail?

Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi, i followed the the instructions from wiki to add all attachments
> from a ticket (during the whole livetime) as links to the outgoing
> mail. No i need to attache all the attachements to the outgoing mail,
> but i can't find anything useful at the wiki for this.
>
> Any suggestions?

As far as I know, you'd have to write a custom email template that fetches the attachment contents through the perl API and builds a MIME-encapsulated message body. Of course it has to execute fully before the resulting page will display, which might take awhile.

Since I've forgotten most of my perl at this point, and I'd want the page to display quicker, personally I would probably build myself a custom REST service and have the perl template call that and supply some parameters. But that's just me.

--
--
Tom Lahti, SCMDBA, LPIC-1
BIT LLC
(425)251-0833 x 117
http://www.bitstatement.net/
--

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toml at bitstatement

Nov 20, 2009, 11:51 AM

Post #3 of 4 (564 views)
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Re: How to add attachments (not links) with a template to an outgoing mail? [In reply to]

Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> Hi Tom,
>
> thanks for the hint. in the mean time we found a easy way to do this ;-)
>
> Torsten

Out of curiousity, what is that easy way, in case we ever need that here?

--
--
Tom Lahti, SCMDBA, LPIC-1
BIT LLC
(425)251-0833 x 117
http://www.bitstatement.net/
--
_______________________________________________
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Community help: http://wiki.bestpractical.com
Commercial support: sales [at] bestpractical

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

torsten.brumm at googlemail

Nov 22, 2009, 7:02 AM

Post #4 of 4 (556 views)
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Re: How to add attachments (not links) with a template to an outgoing mail? [In reply to]

Hi Tom,
the easy way is to sent out 2 mails, one with the needed attachmentes and
the first with the ticket history.

Let me explain why we needed this and why we have done it in this way:

In this queue, we are talking with a customer Ticket System. We move tickets
from our "normal" queue to this queue at a specific point and we need to
sent the whole history and all attachments. So, we trigger OnQueueChange -
here the RT-Attache-Message don't work, but we can sent all the history at
this step.

Now we get back from the customer system a automatic mail with their ticket
number, we parse this and make sure with some scrips that from now both
tickets talk about the same. after this OnCorrespond Condition, we can use
the RT-Attach-Message function and we are now able to sent all the Ticket
attachments also to the customer into the correct ticket.

Thats it.

Torsten

2009/11/20 Tom Lahti <toml [at] bitstatement>

> Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
> > Hi Tom,
> >
> > thanks for the hint. in the mean time we found a easy way to do this ;-)
> >
> > Torsten
>
> Out of curiousity, what is that easy way, in case we ever need that here?
>
> --
> --
> Tom Lahti, SCMDBA, LPIC-1
> BIT LLC
> (425)251-0833 x 117
> http://www.bitstatement.net/
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales [at] bestpractical
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

--
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de

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