Attachment to the ticket

[sindhu43]

Hi Team,

When I attach a pdf/excel to the incident ticket, system was not considering it as additional comments update. But when I attach an img/png, it was considering as additional comments update.

Can I know is there any configuration that I need to change?

Because we had a business rule with below conditions:

caller                                 is(dynamic)                  Me

additional comments      changes

status                                On Hold

Action: state should change to In Progress

Here if the caller is attaching a pdf, the state is not moving to In Progress because it was considering that as additional comments update  

Please help me here.

Thanks in Advance!!

[Mike_R]

I think it's because images automatically get added to the notes while PDF and other attachments just get added to the sys_attachment table.

I think you can probably create a business rule on the sys_attachment table so that every time an attachment is added have it update the Incident comments saying "An attachment was added". This should automatically trigger your other rules