Re: [rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline
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 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline
On 09/07/2011 11:47 PM, Chris Herrmann wrote: > is there a way of making the forward transaction / ticket function > forward the content in the way that it was initially generated, rather > than as an attached eml file? So the text content of a transaction > should appear as inline text, and any attachments should appear as > attachments, rather than as attachments embedded within an attached email. > > Outlook opens up the attached files OK, but gmail won't, iphone won't etc. 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 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] RT 3.8.7 Forward Transaction or Ticket shows up as attachment rather than inline
Hi all, is there a way of making the forward transaction / ticket function forward the content in the way that it was initially generated, rather than as an attached eml file? So the text content of a transaction should appear as inline text, and any attachments should appear as attachments, rather than as attachments embedded within an attached email. Outlook opens up the attached files OK, but gmail won't, iphone won't etc. Currently the template for "Forward Ticket" is very sparse: - This is a forward of ticket #{ $Ticket->id } - 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. I"m not sure but I'm guessing that I might be able to fix the format through a slightly more descriptive template but am not sure where to start.. Thanks, Chris RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011