Attachment does not appear in email notification when added while transitioning a ticket

[Alex Barron]

When transitioning a ticket to a new workflow state, we have it configured so that the agent is prompted to add an optional comment and attachment. After adding an attachment and comment this way, the proper notification is sent to the reporter, but it does not include a link to the attachment. However, if the agent were to comment directly on the ticket and add an attachment, it would include a link in the notification. Is this expected? If not, why is there a difference in behavior? 

[Benjamin Paton · Accepted solution]

Hey Alex, 

This is a limitation of the notification handler for workflow transitions. As you suggested, adding a comment independent of the transition is the best workaround for now.

You might have some options with automation to help manage the workflow transition (e.g. when a public comment is left, it can move to the next workflow step).

I would love to hear more about how this flow works inside your organisation. We will be looking at attachments in emails in the near future.

Cheers, 

Ben.

[Alex Barron]

Thank you for confirming! We will use the workaround for now. It's a bummer though because our practice is to transition and add a comment at the point of transitioning since it can be done all at once. In this case, someone asked for a document, we transitioned to "Resolved", we enter a comment when prompted on the transition screen, and then attach the required document before clicking submit. 

[Jack Brickey]

@Benjamin Paton , so I just ran into this limitation and it is most unfortunate and I hope to be able to find a suitable solution. Let me explain my UC.

We have a project where a customer sends a product in for repair. Once we receive it we perform diagnostics and produce a repair estimate. I implemented a screen and Validator on a transition to an Awaiting Approval status. During the transition the Agent is required to add the estimate via attachment. That would great except this method results in an attachment that the customer does not see. Is there an open suggestion in JAC? Granted I realize they Agent can achieve via a two-step process. Make a public comment with attachment and then transition but ideally this could be addressed w/in the transition.

[Paul Banfield]

I achieved the desired results by having the agent comment on the main ticket, then if the comment was a customer comment (external not internal), an automation rule would make the transition to the next status automatically, without the two-step process. 

I also turned off the 'Customer-visible status changed' to avoid too many notifications.

[Paul Banfield]

[Mark B Wager]

I know this is old, but did this ever get solved?  I'm still running into this problem in 2024.

I still must put in comments in the ticket's comment field. (Which triggers a notification.)

Then, I must transition the ticket. (Which triggers ANOTHER notification.)

Clunky, to say the least. And, generates email white-noise for the users -- so they ignore our emails. :(

Anyone have a solution?

Thanks,

Mark