Is it possible to remove attachments in system notification e-mails


  • Used Zammad version: 5.1.0
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu 18.04
  • Browser + version: -

Expected behavior:

  • No attached files in system notification e-mails. To see tickets details, agents must access the web interface.

Actual behavior:

Steps to reproduce the behavior:

  • Open a ticket by sending an e-mail to Zammad with an attachment
  • Agents will receive the new ticket system notification with the attachment in the e-mail

Maybe it would make sense to post or check the contents of the *.html.erb for new ticket requests to make sure nobody has manipulated the contents.

/opt/zammad/app/views/mailer/ticket_create/de.html.erb as an example.

and confirm you don’t have a trigger overriding this notification, with the include attachment setting to Yes


Hi RSmith, thank you for answering my question.

I had already checked the triggers and the only enabled trigger is not including attachments. I have created customized templates like the following:


New Ticket (#{ticket.title})

<div>Hi #{recipient.firstname},</div>
<div>A new ticket (#{ticket.title}) has been created by "<b>#{current_user.longname}</b>".</div>
#{t('Group')}: #{}<br/>
#{t('Owner')}: #{ticket.owner.fullname}<br/>
#{t('State')}: #{t(}<br/>
<% if @objects[:article] %>
<% end %>
<a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{}" target="zammad_app">#{t('View this in Zammad')}</a>

There is nothing in the templates that I could identify as a tag to include the attachments.