No attached files in system notification e-mails. To see tickets details, agents must access the web interface.
Actual behavior:
I could remove all ticket details in the notification message customizing the template, following the documentation: System Notifications — Zammad documentation.
The only thing I could not remove was the attachments.
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
I had already checked the triggers and the only enabled trigger is not including attachments. I have created customized templates like the following:
en.html.erb.custom
New Ticket (#{ticket.title})
<div>Hi #{recipient.firstname},</div>
<br/>
<div>A new ticket (#{ticket.title}) has been created by "<b>#{current_user.longname}</b>".</div>
<br/>
<div>
#{t('Group')}: #{ticket.group.name}<br/>
#{t('Owner')}: #{ticket.owner.fullname}<br/>
#{t('State')}: #{t(ticket.state.name)}<br/>
</div>
<br/>
<% if @objects[:article] %>
<% end %>
<br/>
<div>
<a href="#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}" target="zammad_app">#{t('View this in Zammad')}</a>
</div>
There is nothing in the templates that I could identify as a tag to include the attachments.
I’d like to suggest to upgrade to Zammad 5.3 which is the current version.
At least on that version I cannot verify that tickets with attachments cause notifications with attachments.