Ability to send attachments (not just links)
Need to have the ability to add attachments via the helpdesk software that emails it to the end user like normal email.
Would be difficult to get end users to log into the portal & would just cause more issues. Sometimes we need to attach instructions or other pertinent info. With previous software we were able to do this, now we cannot & have to send via Outlook which defeats the purpose of helpdesk.
This was partially completed three years ago and marked complete. We are reopening this and have placed it into our Ideation process for reconsideration for a future release.
If this was added in version 6.3, why is it not available in version 9.0.270? How can I enable the direct link to download an attachment as part of the email template?
This should not have been marked as completed when it has not. A direct link download of attachment in 6.4 doesn't require a log in andt is insecure and anyone that has the link can download or view the attachment. When tyou enable the security setting "Secure Service Desk Attachments" no attachment link is sent and requires the recipient to log into the portal to open ticket to get the attachment.
To reiterate, a link to the attachment is not attaching the actual file to outbound email to user!
Sarah MacGillivray commented
FYI !!! The link that kace provides to download the document is not secure, it is accessible to anybody that gets their hands on it, inside OR outside.
This should be a top priority and needs to be fixed ASAP. My business will NOT roll out with this company wide until this is resolved. Who do I need to escalate this to??
Loo Boon Keong commented
Is Kace going to develop this as an basic necessarily?
CASTEX Arnaud commented
We need this feature to be able to send attachment ot the users?
Tony Norman commented
This is an absolute necessity where we are sending external work out of the company we do not have access to KACE. As mentioned before the only way is Outlook which is disappointing as we are trying to get the user to use KACE for re-direction of work.
@Nick Nuonpastore May we get an update on when this is coming? I realize your comment is almost 1.5 years old and your development goals may have changed but we still would like to hear from you about this.
Surprised that this isn't an available option. Comment by Nick that this will be added in an upcoming release is over 1yr old.
I have a V 6.3 and does not work. What is happening??
Does this work in K1000 version 6.2
David Frasca commented
I spent hours troubleshooting this issue to discover it was not implemented. This is a MUST HAVE considering most users work directly through e-mail and don't use web interface.
Many freeware solutions have this ability. The reasons specified for not including this ability seem weak.
Jordan Nolan commented
Honestly I never would have cut over to the helpdesk over to KACE if I knew that you could not CC users via email or send someone an attachment. I would have stayed on Spicework which is free. This is kind of like when you purchase a car you do not ask if it comes with seats in it.
I got a response from KACE saying:
1. The size of the file sent may cause bandwidth lag during high traffic usage.
2. In case the file is accidentally sent to the wrong user.
3. Preventative measures of being a security risk.
In other words we can trust the end users attachments, but not the experienced support technician. Does this make sense to anyone?
This really is not a feature request. It is a nessesity. We look foolish.