Send attachments from Solution Manager to reporter not working

[Former Member]

Hello together,

Is there any setting required to enable the sending of attachments from Solution Manager to reporter?

Example:

We choose an attachment within an incident (see picture)

We use the PPF actions for automatic E-mail response (when saving the document). The text log gets delivered, but the attachment not.

However, if we receive a reply to an existing inident the reporters' attachment can be found in the attachments box of the incident.

Can anyone help?

Many thanks in advance!

Best

Lucas

[ckaberia]

Hi Lucas,

Did you get a solution to this? Rishav, I think Lucas is specifically talking about other attachments, not Knowldge Articles, how can a processor send email with an attachment to reporter?

[rishav54]

Hi Lucas

You can check the container elements of PPF actions.

for example to send the knowledge articles attached in the mail by container element

ADD_KNOW_ART_TO_MAIL  X

Similarly if you can find one or create one.

Hope it will help.

Thanks

Rishav