Configure New ticket Notification to contain attachment

[eitarad]

Hi everybody!

I was wondering if its possible to configure New Ticket Notifications to be sent with an attachments from the original ticket.. which means:

1. A client sends an email with an attachment which is received by OTRS and then a ticket is being opened. The new ticket contains the attachments that was sent in the original Email.

2. New ticket notification (en::Agent::NewTicket) is being sent to all of the users that are assigned to the specified Queue..... I would like the original attachments to be attached to the notification E-mail also.

Thanks in advance!
Eitam.

[jojo]

thats only possible with NotificationEvent

[crythias]

So if the attachment is 100MB you want it to send to everyone?

[eitarad]

Hi all,

thanks for the instant reply.

jojo - how it can be done?
crythias - Well, notification is set only for 1 specific user.. and the attachments in that case are always very small [100kb max]..... so the answer would be yes.

[eitarad]

Hi,

so..Does anybody knows how OTRS can send New ticket notification with attachments from the ticket itself?

thanks in advance

[jojo]

have a look on NotificationEvent in the Admin frontend

[eitarad]

Hi jojo,

as you instructed me to do, i have created a new notification as follows:

Name: new ticket attachments forward

Recipient (Agent based): my user

Event: TicketCreate

State: i have chosen all options excluding closed successful & closed unsuccessful

priority: i have chosen all options

Queue: i have chosen all queues

lock: i have chosen all types of locks

service: dont have any services defined so nothing was chosen

SLA: dont have any SLAs defined so nothing was chosen

Now, the most important thing here is the " Include Attachments to Notification: " field... but it is written that this setting can be Only used for ArticleCreate Event.... and i would like to create a notification based on "TicketCreate" event... so im stuck again

PLEASE, help me to figure that thing out... ive spent several days investigating this issue with no success at all..

ANY help will be really really appreciated.....

thanks in advance,

Eitam.

[nhoot]

I thought I would post here in the hopes that anyone found a resolution for this as it would be of tremendous help to me as well. I think we can get by without it, but it would grant us signifigant advantage if this were possible.