attach a file as a case edit or note?

[dellington]

We occasionally need to attach a file internally to a support case, when we are NOT replying to the customer. There does not seem to be any mechanism for attaching a file other than when sending an email reply through the system. Any workaround, or am I missing something?

Thanks!

[Jamie Edwards]

Hi dellington,

The only way you can send a file to a user by e-mail is to send it as a ticket (or a blank one) or a ticket reply.

EDIT: I missed that you noted 'internally'. You can attack an attachment to a draft reply which staff will be able to download.

[ecornet]

If you create a 'draft' reply, can you still attach an functioning attachement to it (so that other staff can see)?

[dellington]

I tried this but I can't quite figure ou thow it works. Here's what I did:

1. I clicked on Post Reply
2. I clicked on Attach Files
3. I selected a file
4. I wrote a brief note in the content area
5. I clicked Save draft

At that point the system took me back to the ticket list. When I click back into the ticket, the note had been saved in the draft but not the attachment.

What am I missing?

Thanks!

[dellington]

Any ideas?

[efisher]

Originally Posted by dellington

I tried this but I can't quite figure ou thow it works. Here's what I did:

1. I clicked on Post Reply
2. I clicked on Attach Files
3. I selected a file
4. I wrote a brief note in the content area
5. I clicked Save draft

At that point the system took me back to the ticket list. When I click back into the ticket, the note had been saved in the draft but not the attachment.

What am I missing?

Thanks!

I just tried the same thing with the same result. This would be a great feature to be able to attach a file to a note or draft, but doesn't seem to be working. Is something broken in the latest stable release where attachments aren't saved with the draft?

-Eric