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Sending a file attachment to the end-user with the incident response
Answer ID 740   |   Last Review Date 03/09/2020

When we attach files to an incident, the recipient does not receive any of the attachments. How can we fix this?

Environment:

Incident File Attachments
Oracle Service Cloud, November 2015 and newer

Resolution:

When you attach a file to an incident or incident response, that file becomes permanently attached to the incident.

Sending files with an incident response:

When a file is sent with the response, the end-user receives the file as an attachment to the response they receive. The file is also automatically and permanently attached to the incident. The response thread is the only thread type a file can be sent with. 

If a file is attached in the same edit a thread is added on the Messages tab (the file attachment and the incident thread are saved at the same time), an Attachments indicator displays in the title bar of the thread on the Messages tab after the incident is saved. Click the Attachments drop-down menu to display attachments added at the time the thread entry was saved, then click a file name to view the file.

Click the Attachments drop-down menu

To send a file with an incident response:

When certain conditions are met, the Response title bar expands and the paperclip attachment symbol displays.

(A) The first scenario requires that Send on Save is used. As soon as Send on Save is activated the symbol will show.

(B) The second scenario requires showing email message headers. This can be configured by agents within the options area of the thread control or it can be configured in the workspace editor within the Response Options for the thread control.

Make sure one of the conditions required to show the attachment symbol are met. Once available:

  1. Click the Paperclip Attach Symbol to open the Attachments window.
  2. To send the response with one or more files that are permanently attached to the incident, select the associated check boxes in the Incident Files section of the Attachments window.
  3. To attach additional files to the incident response, click the Add Files button in the Response Files section and select Browse to view the files and folders on your workstation. Or select Search to open the File Search window.
    1. If you selected Browse, select the file and click the Open button to attach it to the response.
    2. If you selected Search, specify a directory, all or part of a file name, and the type of file. Click the Search button. The select one or more of the matching files and click the Add Files button to upload the selected file and attach it to the response.
  4. Click OK
  5. Draft the response and Save the incident


NOTE: At this point, the Attachments drop down in the thread title bar will indicate the attachment was "Sent in this response" and list the file name(s).  Additionally, from the Attachments tab, you can see the response file was also automatically and permanently attached to the incident.