The attached patch against 2.2.7 gives the option of when a ticket comes in via email with attachments, forward those attachments (as well as the original message) as attachments to the new ticket notification. Index: otrs/Kernel/System/Ticket/Article.pm =================================================================== --- otrs.orig/Kernel/System/Ticket/Article.pm 2008-02-22 20:59:28.000000000 -0500 +++ otrs/Kernel/System/Ticket/Article.pm 2008-06-27 10:41:08.000000000 -0400 @@ -1895,6 +1895,9 @@ $Notification{Subject} =~ s//-/gi; # send notify + my $attachments = $Self->{ConfigObject}->Get('Ticket::ForwardAttachments') + ? $Param{CustomerMessageParams}{Attachment} + : undef; $Self->{SendmailObject}->Send( From => $Self->{ConfigObject}->Get('NotificationSenderName'). ' <'.$Self->{ConfigObject}->Get('NotificationSenderEmail').'>', @@ -1904,6 +1907,7 @@ Charset => $Notification{Charset}, Body => $Notification{Body}, Loop => 1, + Attachment => $attachments, ); # write history Index: otrs/Kernel/System/PostMaster/NewTicket.pm =================================================================== --- otrs.orig/Kernel/System/PostMaster/NewTicket.pm 2007-03-20 11:18:40.000000000 -0400 +++ otrs/Kernel/System/PostMaster/NewTicket.pm 2008-06-27 10:41:08.000000000 -0400 @@ -230,6 +230,7 @@ OrigHeader => \%GetParam, AutoResponseType => $AutoResponseType, Queue => $Queue, + Attachment => [ $Self->{ParseObject}->GetAttachments() ], ); # close ticket if article create failed! Index: otrs/Kernel/Config/Files/Ticket.xml =================================================================== --- otrs.orig/Kernel/Config/Files/Ticket.xml 2008-05-28 04:03:42.000000000 -0400 +++ otrs/Kernel/Config/Files/Ticket.xml 2008-06-27 10:41:08.000000000 -0400 @@ -1355,6 +1355,21 @@ <String Regex="">Research</String> </Setting> </ConfigItem> + <ConfigItem Name="Ticket::ForwardAttachments"> + <Description Lang="en"> + If set, when a new ticket is created by email, forward any + attachments along with the notification message. When not + set, do not forward them. + </Description> + <Group>Ticket</Group> + <SubGroup>Core::Ticket</SubGroup> + <Setting> + <Option SelectedID="0"> + <Item Key="0">Do not forward</Item> + <Item Key="1">Do forward</Item> + </Option> + </Setting> + </ConfigItem> <ConfigItem Name="Ticket::NumberGenerator" Required="1" Valid="1"> <Description Lang="en">Select the ticket number generator module. "AutoIncrement" increments the ticket number, the SystemID and the counter are used. The format is SystemID.counter, e.g. 1010138, 1010139. With "Date" the ticket numbers will be generated by the current date, the SystemID and the counter. The format looks like Year.Month.Day.SystemID.counter, e.g. 200206231010138, 200206231010139. With "DateChecksum" the counter will be appended as checksum to the string of date and SystemID. The checksum will be rotated on a daily basis. The format looks like Year.Month.Day.SystemID.Counter.CheckSum, e.g. 2002070110101520, 2002070110101535. "Random" generates randomized ticket numbers in the format "SystemID.Random", e.g. 100057866352, 103745394596.</Description> <Description Lang="de">Auswahl des Moduls zur Generierung der Ticketnummern. "AutoIncrement" zählt die Ticketnummer automatisch hoch und verbindet sie mit der SystemID. Es wird das Format SystemID. Counter verwendet, z. B. 1010138, 1010139. "Date" generiert die Ticketnummer aus Datum, SystemID und dem Counter, es wird das Format "Jahr.Monat.Tag.SystemID.Counter verwendet, z. B. 200206231010138, 200206231010139. "DateChecksum" erzeugt die Ticketnummer aus dem Datum, der SystemID, dem Counter und einer Checksumme. Es wird das Format "Jahr.Monat.Tag.SystemID.Counter.CheckSumme verwendet, z. B. 2002070110101520, 2002070110101535. "Random" generiert aus der SystemID und einer Zufallszahl die Ticketnummern. Es wird das Format SystemID.Random verwendet, z. B. 100057866352, 103745394596.</Description>