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    Todd
    Attachments in Assigned Admin Notification
    Topic posted May 10, 2017 by Todd Bronze Medal: 1,250+ Points 
    79 Views, 1 Comment
    Title:
    Attachments in Assigned Admin Notification
    Content:

    We currently use the Assigned Admin Notification for our agents that are mostly mobile.  These incidents are primarily being created in AAQ page (assigned by rules) and frequently have attachments uploaded.  The requirement is to have those attachments included in this initial assigned notification to our agents.  I know they could log in to view them but they want them included in the email and haven't found a way to do this.  However, when playing around with forwarding an incident the attachment is included in that email.

     

    Thanks

    Comment

     

    • Mark Kehoe

      Hi there Todd,

      The message template doesn't have the ability to include an attachment from what I can see and the alternative of using marketing to send out an email doesn't have the attachment either.

      There is an option to manually or using rules automatically send the assigned admin notification to someone but the problem is that manually you'll need to tick the 'attachments' flag and programmatically (using incident rules) doesn't have the option to include an attachment.

      There are two left-of-centre options; use Oracle Tap for mobile or use the mobile interface but both need agents logged in. There are some benefits to the both however that you'll not get with an email forward but I suspect this might be too much for what you need.

      Let the forum know how you manage to get around the problem.

      Mark