The attached patch against 2.2.7 gives the option of when a ticket comes
in via email with attachments, forward those attachments (as well as the
original message) as attachments to the new ticket notification.
Index: otrs/Kernel/System/Ticket/Article.pm
===================================================================
--- otrs.orig/Kernel/System/Ticket/Article.pm 2008-02-22 20:59:28.000000000
-0500
+++ otrs/Kernel/System/Ticket/Article.pm 2008-06-27 10:41:08.000000000
-0400
@@ -1895,6 +1895,9 @@
$Notification{Subject} =~ s/<OTRS_CUSTOMER_.+?>/-/gi;
# send notify
+ my $attachments = $Self->{ConfigObject}->Get('Ticket::ForwardAttachments')
+ ? $Param{CustomerMessageParams}{Attachment}
+ : undef;
$Self->{SendmailObject}->Send(
From => $Self->{ConfigObject}->Get('NotificationSenderName').
' <'.$Self->{ConfigObject}->Get('NotificationSenderEmail').'>',
@@ -1904,6 +1907,7 @@
Charset => $Notification{Charset},
Body => $Notification{Body},
Loop => 1,
+ Attachment => $attachments,
);
# write history
Index: otrs/Kernel/System/PostMaster/NewTicket.pm
===================================================================
--- otrs.orig/Kernel/System/PostMaster/NewTicket.pm 2007-03-20
11:18:40.000000000 -0400
+++ otrs/Kernel/System/PostMaster/NewTicket.pm 2008-06-27 10:41:08.000000000
-0400
@@ -230,6 +230,7 @@
OrigHeader => \%GetParam,
AutoResponseType => $AutoResponseType,
Queue => $Queue,
+ Attachment => [ $Self->{ParseObject}->GetAttachments() ],
);
# close ticket if article create failed!
Index: otrs/Kernel/Config/Files/Ticket.xml
===================================================================
--- otrs.orig/Kernel/Config/Files/Ticket.xml 2008-05-28 04:03:42.000000000
-0400
+++ otrs/Kernel/Config/Files/Ticket.xml 2008-06-27 10:41:08.000000000 -0400
@@ -1355,6 +1355,21 @@
<String Regex="">Research</String>
</Setting>
</ConfigItem>
+ <ConfigItem Name="Ticket::ForwardAttachments">
+ <Description Lang="en">
+ If set, when a new ticket is created by email, forward any
+ attachments along with the notification message. When not
+ set, do not forward them.
+ </Description>
+ <Group>Ticket</Group>
+ <SubGroup>Core::Ticket</SubGroup>
+ <Setting>
+ <Option SelectedID="0">
+ <Item Key="0">Do not forward</Item>
+ <Item Key="1">Do forward</Item>
+ </Option>
+ </Setting>
+ </ConfigItem>
<ConfigItem Name="Ticket::NumberGenerator" Required="1" Valid="1">
<Description Lang="en">Select the ticket number generator module.
"AutoIncrement" increments the ticket number, the SystemID and the counter are
used. The format is SystemID.counter, e.g. 1010138, 1010139. With "Date" the
ticket numbers will be generated by the current date, the SystemID and the
counter. The format looks like Year.Month.Day.SystemID.counter, e.g.
200206231010138, 200206231010139. With "DateChecksum" the counter will be
appended as checksum to the string of date and SystemID. The checksum will be
rotated on a daily basis. The format looks like
Year.Month.Day.SystemID.Counter.CheckSum, e.g. 2002070110101520,
2002070110101535. "Random" generates randomized ticket numbers in the format
"SystemID.Random", e.g. 100057866352, 103745394596.</Description>
<Description Lang="de">Auswahl des Moduls zur Generierung der
Ticketnummern. "AutoIncrement" zählt die Ticketnummer automatisch hoch und
verbindet sie mit der SystemID. Es wird das Format SystemID. Counter verwendet,
z. B. 1010138, 1010139. "Date" generiert die Ticketnummer aus Datum, SystemID
und dem Counter, es wird das Format "Jahr.Monat.Tag.SystemID.Counter verwendet,
z. B. 200206231010138, 200206231010139. "DateChecksum" erzeugt die Ticketnummer
aus dem Datum, der SystemID, dem Counter und einer Checksumme. Es wird das
Format "Jahr.Monat.Tag.SystemID.Counter.CheckSumme verwendet, z. B.
2002070110101520, 2002070110101535. "Random" generiert aus der SystemID und
einer Zufallszahl die Ticketnummern. Es wird das Format SystemID.Random
verwendet, z. B. 100057866352, 103745394596.</Description>
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