Include attachments in comment emails from Service Desk
Currently when sending a comment to a user (submitter), any screenshots or attachments are not included or attached to the email. Obviously if sending screenshots or user guides to the user this is incredibly useful but the only option is to send the email using Outlook, defeating the purpose of the K1000 service desk.
I see there is a token, $lastattachment, but that only inserts the text "Filename.png (00.00KB)" which is completely useless. Ideally, the solution to this would be a token such as $lastattachment_url, which provides a direct link to the file (which should not be inaccessible due to permissions). Some thought may need to be given to how to handle multiple attachments to a single comment.
This question has been asked before and marked as completed but as of 7.1 this still does not exist. Proving a link to the user-facing UI is not the solution, please do not suggest it.
Brian Mansfield commented
Agreed. We have many mobile users and they are checking email on their phone. It is a hassle for them tho have to click a link that takes them to the KACE portal where they have to log in, navigate the ticket to find the file. Very messy. The reality is, users will ignore it.
Tim Eastwood commented
The intention behind having a token return the direct URL is so that HTML can be used to either make a direct link to the file using <a href="... or by embedding the image with <img src="...
So with whatever solution is thought of, it would be great for this to be possible. It'd be even better if there was a token which returns the appropriate HTML based on whether it's a file or an embedable image