ForwardWithMessage

You can't forward a ticket or transaction with a message for the recipient. To change that:

• Insert a textarea for the message on Forward-Page:

Copy /html/Ticket/Forward.html to /local/html/Ticket/Forward.html

Open /local/html/Ticket/Forward.html and insert after

<input name="Bcc" size="60" value="<% $ARGS{'Bcc'} || '' %>" />

a new table-row with a textarea for the message:

<&|/l&>Message</&>:

    <textarea name="Message" cols="51"><% $ARGS{'Message'} || '' %></textarea>

• Send message per Mail and store it in the Forward-Transaction:

Create /local/lib/RT/Interface/Email_Local.pm and add following content. (Differences to Email.pm are bold)

use strict; no warnings qw(redefine); package RT::Interface::Email; use Email::Address; use MIME::Entity; use RT::EmailParser; use File::Temp; use UNIVERSAL::require; use Mail::Mailer (); use Text::ParseWords qw/shellwords/; sub ForwardTransaction { my $txn = shift; my %args = ( To => , Cc => , Bcc => , Message => , @_ ); my $entity = MIME::Entity->build( Type => 'multipart/mixed', Description => 'forwarded transaction', ); my $mimeMessage = MIME::Entity->build( Type => 'text/plain; charset="utf-8"', Data => $args{Message} ); $entity->add_part($mimeMessage); $entity->add_part($txn->ContentAsMIME); my ( $ret, $msg ) = SendForward( %args, Entity => $entity, Transaction => $txn ); if ($ret) { my $ticket = $txn->TicketObj; my ( $ret, $msg, $createdTrans ) = $ticket->_NewTransaction( Type => 'Forward Transaction', Field => $txn->id, Data => join ', ', grep { length } $args{To}, $args{Cc}, $args{Bcc}, ); #Attach message for Recipients to Transaction $createdTrans->_Attach( MIME::Entity->build( Type => 'text/plain', Data => $args{Message}) ); unless ($ret) { $RT::Logger->error("Failed to create transaction: $msg"); } } return ( $ret, $msg ); } sub ForwardTicket { my $ticket = shift; my %args = ( To => , Cc => , Bcc => , Message=>, @_ ); my $txns = $ticket->Transactions; $txns->Limit( FIELD => 'Type', VALUE => $_, ) for qw(Create Correspond); my $entity = MIME::Entity->build( Type => 'multipart/mixed', Description => 'forwarded ticket', ); my $mimeMessage = MIME::Entity->build( Type => 'text/plain; charset="utf-8"', Data => $args{Message} ); $entity->add_part($mimeMessage); $entity->add_part( $_ ) foreach map $_->ContentAsMIME, @{ $txns->ItemsArrayRef }; my ( $ret, $msg ) = SendForward( %args, Entity => $entity, Ticket => $ticket, Template => 'Forward Ticket', ); if ($ret) { my ( $ret, $msg, $createdTrans ) = $ticket->_NewTransaction( Type => 'Forward Ticket', Field => $ticket->id, Data => join ', ', grep { length } $args{To}, $args{Cc}, $args{Bcc} ); #Attach message for Recipients to Transaction $createdTrans->_Attach($mimeMessage); unless ($ret) { $RT::Logger->error("Failed to create transaction: $msg"); } } return ( $ret, $msg ); } 1; That's it. Hopefully it helps someone.