You should tell us more information about your environment and what do you want to when you post a question or something that looks like question ;-) Explain a little bit more in detail what you mean.Anyway, I guess that you mean if a customer mails a ticket to you, the agent should become the new ticket alert mail with the attached files that the customer had used in his mail. If this is the case you don't need to modify osticket. It has a built in variable for this case. When you add %{message.files} to the appropriate email template then the files will be attached. I have just tested it and it works.