Include attachments in the email from the ticket

[NamrataJain]

Hi All,

I have a Business Requirement, where the ticket has attachments and when Service Desk clicks on the email options form the ticket, it should automatically include all the attachments which are there in the existing ticket.

Has anyone implemented any kind of solution for this.

Any help would be greatly appreciated.

Thank you

Best Regards,
Namrata Jain.

[Ashutosh Munot1]

Hi Namrata,

This can be achieved.

PLease see below links:

Manage attachments in email client

Email Client: Add attachments from the incident (or underlying record)

Thanks

[NamrataJain]

Hi Ashutosh,

I do not want it as the link in the email, but as the attachment like the clip option we have , where we use that and attach the attachments.

Links would be tedious job , if there are lots of attachments and if they want to remove few of them.

[Ashutosh Munot1]

Hi Namrata,

We can even write a script to add the Attachments on the Form of email_client.

Try to write a email client script. We have done this long back ago.

Let me see if i find this code:

Thanks

[Kunal Jha]

Namrata - its not possible to attach your record attachment to email client on fly. You can have the attachment listed in the body of the email as link.

Reason being when you click on email client it always create and open a new sys_email record and if we are able to attach all the attachment to newly created sys_email record then it would have been done in the background and not on UI so we need to saved email client to show you the attachment which is not possible.

Convenience your client for attachment link which is a possible option.