KACE Product Support

Here's a rule that we use in our helpdesk to convert attachment file names to URLs. The benefit is that when this gets emailed to the user they have a link to use for the attachment. The filename on it's own is not extremely useful to us, but this makes it very useful

You will have to import this as a resource into your 5.1 kbox . See the admin guide for details, but it's under settings->resources of the ORG that you want to use.

Attachment

Updated for 5.5+

here is the rule...

frequency = on ticket save

order = run before any rules that send emails

select query: 

select distinct C.ID from HD_TICKET join HD_TICKET_CHANGE C on C.HD_TICKET_ID = HD_TICKET.ID

join HD_ATTACHMENT A on A.HD_TICKET_CHANGE_ID = C.ID

where 

C.ID = <CHANGE_ID>

 update HD_TICKET T join HD_TICKET_CHANGE C on C.HD_TICKET_ID = T.ID

join HD_ATTACHMENT A on A.HD_TICKET_CHANGE_ID = C.ID

set 

C.DESCRIPTION = IF(LOCATE('Added Attachment "http://',C.DESCRIPTION)>0, C.DESCRIPTION, 

REPLACE(C.DESCRIPTION,'Added attachment "',

CONCAT('Added attachment "http://yourkboxhostname/packages/hd_attachments/',FILE_NAME,'.',A.CHECKSUM,'"'))),

C.LOCALIZED_DESCRIPTION= IF(LOCATE('"http://',C.LOCALIZED_DESCRIPTION)>0, C.LOCALIZED_DESCRIPTION, 

REPLACE(C.LOCALIZED_DESCRIPTION,FILE_NAME,CONCAT('http://yourkboxhostname/packages/hd_attachments/'

,FILE_NAME,'.',A.CHECKSUM))) 

WHERE 

C.ID = <TICKET_ID>