1 Reply Latest reply: Feb 29, 2012 11:00 AM by Anne Brock RSS

    Attaching emails to requests

    Sean Terry

      Hi

       

      When the service desk have a work order or incident we can attach a file the requester can see. Unfortunately, when the user attaches a file when using an SRD or after it has been submitted we can see the comment (if they add a comment) but we don't see the attachment.

       

      Curious to find out if this is a configuration issue that I can change or an issue with our ROD product?

       

      Any help or advice will be really helpful.

       

      Thank you.

       

      Regards

      Sean

        • 1. Attaching emails to requests
          Anne Brock

          Current functionality is that the service desk user would view the service request and get to the attachment that way. The attachment is not brought in to the incident to save redundancy and database space.

           

          This is something we are continuing to look at ...

           

          Anne