Macro to Forward an Email with Attachment

Technical assistance
1

Hi,

we receive many Mails with Attachments. A significant part of them should be forwarded to an external Mail Address. We thought to use Macro for that.
The Mails are sent, but without Attachments.

The Macro:

Actions:

  1. Email
    -Visibility: public
    -Recipient: Customer with external mail
    -Subject: #{article.subject}
    -Include Attachments of the Article?: Yes
    -Body:
    –
    Hi,

here a request for you. Please answer:

Person:

#{first_article.created_by.firstname} #{first_article.created_by.lastname}

Contact:

#{first_article.created_by.email}

Original Message:

#{first_article.body_as_html}#

  1. State: Close
  2. Owner: Current user
  3. Tags: Forwarded

-Once completed: Stay on tab

Infos:

  • Used Zammad version: 7.0.1
  • Used Zammad installation type: (package)
  • Operating system: Debian 13
  • Browser + version: Firefox 140

Expected behavior:

  • the mail should be forwarded with the Attachment

Actual behavior:

  • the mail has been forwarded without the Attachment

Steps to reproduce the behavior:

  • sent a mail with an attachment
  • used the macro (above).
2

I don’t know if there’s a way to forward the attachment with a macro.

Workaround might be to include your external contact as a user in zammad and use a trigger like this:

{DE338ADC-B6A9-4EA3-80CC-BAF44B11B2D1}
{DE338ADC-B6A9-4EA3-80CC-BAF44B11B2D1}947×239 11.8 KB

Then you can just check the “send attachments” box

3

The mask of the Trigger is quite the same of the Macro, the option to include the Attachment is there:

grafik

I tried with the Trigger and i got the same result: Mail sent, but not the Attachment

I suppose it only send the Attachment from the last Article, but somehow the other Actions make something like an Article and so no Attachment is sent. A solution could be to take the Attachment from the first Article, if there is a way to do that.

4

I mean the interesting question would be why these emails have to arrive in Zammad in the first place. Also, why does this require manual interaction? Can you not make recognize them in an automated way?

Because if you could, then you could use a trigger and the current article triggering it wouldn’t be a problem as well. Apart from that - what you’re trying to do is not possible in the way you need it.

5

Just a thought, maybe split the original article into a new ticket and execute the macro there?

6

But that’s quite a lot of clicks for such a thing right?

7

True, but every other solution that i can think of would require scripting

8

Not really in my opinion, depending on OPs scope.

I mean the interesting question would be why these emails have to arrive in Zammad in the first place. Also, why does this require manual interaction?

9

Splitting the article it works (I tried with a Trigger and not with a Macro. The first article is splitted to a specific sub-group and the trigger forward it). But: 2 tickets, a strange sub-gorup and as MrGeneration said, a lot of clicking.

At the moment, we can’t think of a better solution than to reply to the customers and ask them to forward the files to the correct address. (we had actually another issue with the deactivation of the address but it’s another subject).

At this point we can’t automatically recognize the pattern, but probably it would be the best solution.

I need some more testing, i still don’t understand what is the exact point where the “include the Attachment” option stops to work.