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Titel
What's new version 13.0 - Service Desk Attachment Distribution through email -
Beschreibung
Email notifications are now able to include the actual attachments
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Lösung
To enable this feature there are two options that should be enabled one in the Service Desk queue and the other one in the Service Desk email notification template:
Service Desk Queue
- Go to Service Desk | Configuration | Queues | Select a queue
- Select "Configure Queue Email Settings"
- Scroll down to "Outgoing Email Attachment Setting"
- Enable "Allow file attachments"
Combined image and file size limit per email cannot be more than 25 MB.
Example: Combined Image size limit per email = 10 MB ; Combined file size limit per email = 15 MB . Total = 25 MB
Service Desk Email Notification Template
- Go to Service Desk | Configuration | Queues | Select the queue
- Select "Configure Queue Email Settings"
- Scroll down to "Email on Events" section | Select "Customize All Emails"
- Look for the notification that should include the attachments | Enable "Include Attachments"
Example of email notification:
NOTE: The attachment type must be allowed in the queue to be able to use this feature.
- Go to Service Desk | Configuration | Queues | Select the queue.
- Scroll down to "Ticket attachment restrictions"
- Make sure that the attachment type is allowed in the queue