No attachment to customer using {article.body_as_html}

Technical assistance
1
  • Used Zammad version: 6.1
  • Used Zammad installation type: source
  • Operating system: Ubuntu 22.04
  • Browser + version: Chrome 121.0.6.6167.140

Hello Community,

We use {article.body_as_html} for our tickets, which go out to the customer, e.g. when we create a ticket for the customer.

Unfortunately, it is currently the case that attachments (e.g. PDFs) are not sent to the customer when the ticket is created. However, the way we read it, this should work with {article.body_as_html}.

Question: How can we make it so that attachments are sent to the customer when an initial ticket is created for the customer?

Thank you very much,
Andreas

2

Hi @anpeter. The variable {article.body_as_html} is just the formatted article body, nothing more. See here.

And I guess you need to check this out.

3

Thank you for your reply. When a customer calls us and we open the ticket for the customer, we want to send an attachment in addition to the ticket text when the ticket is opened.

However, as far as we have seen and understood, we cannot solve this via triggers. Or have we overlooked something?

Thank you very much,
Andreas

4

Hi @anpeter. Please (re-)read the links I provided, it is possible to have a trigger sending out attachments as well.

5

Oh boy, my mistake. I was looking for a CheckBox. Thanks a million for the great support.

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