Freescout: Forwarding with workflows removes mail contents

[rutger1140]

Hi,

When using a manual workflow to forward emails into our accounting software the attachment and message body is stripped. I think maybe I misunderstand how this works. 😃

The outgoing email only contains:

Workflow forwarded a conversation # 123

How can we get both attachments and message body included in the forwarded email?
Perhaps this can only be done with the new webhooks?

Cheers,
Rutger

[freescout-helpdesk]

Are you using the latest version of the Workflows Module?

[rutger1140]

Yes, running 1.0.14 now.

Funny thing is using the regular 'Forward' option works without issues. Just forwarding with a workflow doesn't.

[freescout-helpdesk]

Could you please attach screenshots of the Conditions and Actions tabs.

What you have in "Manage > Settings > General":

• Notification Emails to Users > Conversation History
• Emails to Customers > Conversation History

[rutger1140]

My workflow is set to Type Manual. So I have no conditions tab.

I've set the notifications to 'Not include previous messages' and 'Include the last message'.

Should I include the last message on Emails to Customers?

[tiredofit]

I am seeing a similar issue with forwarding multiple recipients, yet not related to the Workflow module, so I apologize if I'm steering this on a different path. When forwarding the message to someone, only the most recent response (either customer or user) is sent. I'm wondering if there could be an option similar to the above two history options to be added strictly for "forwarding" that allows the 3 options (full, last, do not include). This sounds very similar to what OP has posted.

[rutger1140]

Setting the 'Emails to customers' option to 'Include last message' doesn't change anything for the forwarded email with a workflow.

I do see a reference text appended to the mail body where the original message should show.
For example: {#FS:bm90a....}. Maybe that's related?

Will follow progress on #744.

[rutger1140]

Thanks for the fix in release 1.6.0. Great work. The mail body is properly forwarded now.

Unfortunately the attachments aren't. Perhaps this is yet to be added?

[freescout-helpdesk]

Yes. Will be fixed.

[freescout-helpdesk]

Fixed in Workflows Module 1.0.15