There was a defect we encountered where attachments made from DWP were not being downloaded for normal support users, but worked for admin users and users with elevated permissions.
Please get in touch with BMC Support and if this is the same issue they should be able to provide a hotfix.
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Test whether this behavior is happening only on the attachments made from DWP if it is , I have found the defect number SW00554382 which may help you get the fix you need.
Unable to open/download the attachments in SmartIT. this might help.