Cannot embed attachments on customer response via transition

Owned by William Johnson, created
Last updated: Feb 21, 2024
3 min read

Are you attempting to add an attachment to an issue, but the user and you cannot view it in the portal. Please use the workaround below.

Section title

There are two effective ways to add an attachment that the customer is able to view.

Issue view

  1. Open the issue you want to add an attachment to.

  2. Go to the Activity section in the main panel and select Reply to customer.

     

  3. Add an attachment(s) to the comment box by copy and pasting, drag-and-drop, and/or clicking the add image, video, file button.

  4. Enter reference text to explain why you are adding the image.

  5. Click the Save button.

  6. The user receives an email with your comment.

  7. Click on the status drop-down and select the correct status. In most cases you will need to add another comment to successfully transition the issue.

    1. You may select Reply to customer on the transition screen and enter a comment explaining a status change with reference to the previous email.

    2. You may select Internal comment on the transition screen and enter a comment explaining a previously sent customer facing comment was sent with attachments.

Please make sure you select the correct status after adding the comment with attachments. The status workflow is vital to SLA, automation and other service desk processes.

Portal view

  1. Open the issue you want to add an attachment to.

  2. Click View this request in portal link at the very top of the screen under the Title of the issue.

  3. Add an attachment(s) to the comment box by copy and pasting, drag-and-drop, and/or clicking the add image, video, file button.

  4. Enter reference text to explain why you are adding the image.

  5. Click the Save button.

  6. The user receives an email with your comment.

  7. Return to the issue view, click on the status drop-down and select the correct status. In most cases you will need to add another comment to successfully transition the issue.

    1. You may select Reply to customer on the transition screen and enter a comment explaining a status change with reference to the previous email.

    2. You may select Internal comment on the transition screen and enter a comment explaining a previously sent customer facing comment was sent with attachments.

Please make sure you select the correct status after adding the comment with attachments. The status workflow is vital to SLA, automation and other service desk processes.

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