Attachments in request type versus form

NoName_ffzb3m

What is the functionality difference between having the attachment field in the request form versus the separate form? Since we can't choose where to place the form within the request and the attachments field is oddly in the middle of the page when it's in the request form, I'm considering removing the attachments field from the request form and adding it the bottom of the separate form instead.

However, I'm not sure of any ramifications this could have. Will attachments transfer if the ticket gets moved? Any other issues this could cause? Since I can't link the attachment field in the separate form to the Attachment Jira field, I feel like this would be an issue somewhere.

Susan Waldrip

Hi @NoName , one thing to consider is that anything added to, edited in, or removed from a Form does NOT show up in the request's History. Even adding, editing, and deleting a Form on a Request doesn't get tracked in History, so if accessing the History is important to you, that would factor into your decision.

From a usability point of view, once a Form is submitted you'll have to set it to stay open so additional attachments can be added to it as the request moves through the workflow (Form Setting "Keep this form open for edits") for the specific Form OR you can use automation to reopen it after it's submitted, depending on your situation. And if your situation calls for attaching multiple Attachments Forms to a request, your customers (and your agents) will need to open each form instance to find the attachment(s) they're looking for.