OTRS 5: Notifications with attachements from incoming mails

[ksf59]

Hello,

I make my first steps in the configuration of a new OTRS 5.0.9 system.
How can I include the attachments of incoming mails from customer to the notification mails for the agents?
In the file
Kernel/System/Ticket/Event/NotificationEvent.pm
I found the following code:

if (
( ( $Param{Event} eq 'ArticleCreate' ) || ( $Param{Event} eq 'ArticleSend' ) )
&& $Param{Data}->{ArticleID}
)
{

# add attachments to notification
if ( $Notification{Data}->{ArticleAttachmentInclude}->[0] ) {
...


Can anybody help how I have to configure the notification or anything else in the OTRS system?

Thanks
Klaus

[crythias]

It's not included by default. With incoming attachments, agents might work from email instead of the OTRS interface. The log of activity might be lost.

In addition, especially on the first creation of the ticket, all agents assigned to the queue get the attachments? But only one agent will lock the ticket.

The inbox attachment clutter eats up inbox space for agents the ticket does not apply.