How to attach original attachments to an email answer?

[Jensito]

We just introduced OTRS to a new department and they wondered how one person can attach a file to the ticket, then move it to another queue where the ticket is completed and an answer sent to the customer with that file attached.

Since you cannot answer to notes, uploading a file with the "add note" - feature would not make the attachment available even if original attachments could be included.
But I haven't discovered how to include original attachments in your answer.

Any ideas how to solve this?

[crythias]

Well, it stinks, but you could dl, reply attachments send. Or host the file in Dropbox and keep only the link.

[jojo]

Download it to your PC and attach it on the answer

[Jensito]

Well, for now it will have to do.

Are there any plans to implement the possibilty of including original attachments in future versions of OTRS?

[crythias]

I can't imagine that this is would be something in the works. Usually there is no reason to do this. Everyone who has web access to the ticket (Customer and all Agents) have access to any attachments on any article in the ticket history (Customers limited to External).

[reneeb]

I have something similar in the pipeline for my TicketAttachments module (http://otrs.perl-services.de/pro_pakete ... ments.html - german). I hope to finalize the changes by the end of the month. Then you'll see a widget in the compose view that lists all attachments of the ticket. And by checking a checkbox you can add the attachment to the answer...

[KimmoJ]

This doesn't always happen but it does happen, and every time it's a pain to save the attachment and reattach. It should be some sort of setting, option, what have you - a checkbox to click to get it to keep the attachment along, perhaps, with the default being not checked.

There's a good reason to do it - for shops that use OTRS exclusively via mail and don't have a customer user interface at all. It works just fine that way, better than fine, but some things get clunky, like this need to sometimes save the attachment and then reupload it.