Feature Request: attach files from server
Hello *, we're using OTRS 2.0.1 and we encountered problems in handling the attachments needed for submission. At the moment there is a document structure located at our fileserver giving access to the currently released documents we want to provide to our customers via email or print. These documents have to be downloaded to the local file system to add them as attachments to our email- tickets. There are issues of always attaching the up-to-date documents and so on. Now the feature request is, to give OTRS access to the pool of uploaded files ( already accessible to be used with email- templates, though ) through the AgentTicketCompose-Interface and the possibility to attach these files to the email. If any feature containing the describe options already exists, please provide me further information :-) Thanks and regards, mplessing -- -------------------------------------------------------- EMS Dr. Thomas Wuensche Sonnenhang 3 85304 Ilmmuenster, Germany Phone: +49-8441-490260 Fax: +49-8441-81860 email: plessing@ems-wuensche.com Web http://www.ems-wuensche.com (.de) --------------------------------------------------------
Hi Markus, Markus Plessing wrote:
[...] At the moment there is a document structure located at our fileserver giving access to the currently released documents we want to provide to our customers via email or print. These documents have to be downloaded to the local file system to add them as attachments to our email- tickets.
There are issues of always attaching the up-to-date documents and so on.
Now the feature request is, to give OTRS access to the pool of uploaded files ( already accessible to be used with email- templates, though ) through the AgentTicketCompose-Interface and the possibility to attach these files to the email.
If any feature containing the describe options already exists, please provide me further information :-)
Yes there is a feature like this. Via the admin interface you can add attachments. This attachmens can be linked to responses. So you can add default attachments from the database (not from the fileserver) to outgoing emails. So you have a central place to manage and update your attachments.
mplessing
Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!
Hi Martin, Martin Edenhofer schrieb:
Hi Markus,
Markus Plessing wrote:
[...]
Yes there is a feature like this. Via the admin interface you can add attachments. This attachmens can be linked to responses. So you can add default attachments from the database (not from the fileserver) to outgoing emails. So you have a central place to manage and update your attachments.
Thanks for your answer, but this Feature is already known and it fits our needs not completely. If we create several predefinded answers with attachments there will always be the case to add additional attachments to predifined answers or we have to create blank answers without any predefined values and different arrangements of attachments. In these cases we want to have access to the already uploaded files and want them to be selectable as attachment within the NewTicket- Compose-Interface ( Similar to the upload-file-feature ). A strange behaviour we took notice of is that predefined attachments are deleted ( from view ) from the attachmentlist if additional attachment wants to be added with the upload-file-feature. Is this a known bug or is it a feature? ;-) Is there any possibility to provide a mulit-select-list in the compose view of a ticket to add the files already made accessible for OTRS as an attachment? Markus Plessing -- -------------------------------------------------------- EMS Dr. Thomas Wuensche Sonnenhang 3 85304 Ilmmuenster, Germany Phone: +49-8441-490260 Fax: +49-8441-81860 email: plessing@ems-wuensche.com Web http://www.ems-wuensche.com (.de) --------------------------------------------------------
Hi Markus, Markus Plessing schrieb:
[...] A strange behaviour we took notice of is that predefined attachments are deleted ( from view ) from the attachmentlist if additional attachment wants to be added with the upload-file-feature. Is this a known bug or is it a feature? ;-)
It's a bug. It's fixed in upcoming OTRS 2.0.5. :-) Thanks for your help!
Is there any possibility to provide a mulit-select-list in the compose view of a ticket to add the files already made accessible for OTRS as an attachment?
Sorry, that's not clear to me. :-) What means "to add the files already made accessible for OTRS"? Normally I would say. It's not possible.
Markus Plessing
Martin Edenhofer ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!
Hi Martin, Martin Edenhofer schrieb:
Hi Markus,
[...]
Is there any possibility to provide a mulit-select-list in the compose view of a ticket to add the files already made accessible for OTRS as an attachment?
Sorry, that's not clear to me. :-) What means "to add the files already made accessible for OTRS"?
Normally I would say. It's not possible.
We are able to upload files which can be assigned to predifined Templates. These files are already accessible for OTRS in my opinion. We want to simplify the way of adding files to newly created tickets. Therefore we don't want to attach locally files, because they have to be downloaded from our fileserver and then uploaded to the OTRS-System to attach them ... We want to be able to manage them, maybe with the Filemanager, and also attach them to newly created empty tickets. Hope this non-native-speakers stammering makes things clearer to you ;-) Thanks for your time Markus Plessing -- -------------------------------------------------------- EMS Dr. Thomas Wuensche Sonnenhang 3 85304 Ilmmuenster, Germany Phone: +49-8441-490260 Fax: +49-8441-81860 email: plessing@ems-wuensche.com Web http://www.ems-wuensche.com (.de) --------------------------------------------------------
participants (2)
-
Markus Plessing -
Martin Edenhofer