I do not have an answer for you but I have a similar question. When sending an email from within Activity Feed is there a way to include attachments already on the Incident record? When I click the attachments button on the email form it opens the regular File Upload window to allow me to browse to a file on my computer, but I see no way to include existing attachments.
This functionality appears to be available when using Action > Email. I am hoping there is parity between these two email composition methods so my team can use Activity Feed as it is a good way to see recent updates and the email composition tool is a bit nicer than the action menu.
Thank you to anyone out there in the community that can shine some light on our questions.
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When such a need is there, a couple of things can be done:
1. Share the record with the new user
2. Do the Print to PDF from Actions menu
3. Send that as an attachment to give the overall idea of the ticket to the new user. The PDF will have active links which he can click and load the record or details to know more if he has to.
4. My recommendation would be to use the Activity feed -> Send Email feature to reach out to this new user via email so that this action and response is also recorded in the system as a best practice.
if the user is totally outside the system and cannot access the record because sharing cannot be done, then possible way is to extract the Incident History report for the particular record and send over an email.