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JSM: Share an existing attachment with a customer


im finding out that its very messy to share attachments with the customer in JSM.

I found this suggestion:

Allow Attachments to be included as an actual Email Attachment JSDCLOUD-3371 

Does this suggestion refer to new attachments only? Or does it also include existing attachments.
Currently when you write a public comment you can upload new files, but not select existing ones.
Will this be adressed or this is another issue?
If it is another issue, has one already been created?



1 answer

I have the exact same issue there.

Sometimes our developers provide a quick fix or a work-around script. Previously they just attached it, Support team was notified and we just published it to the customer with some additional context.

Now it seems that I have to download the attachment and drag-n-drop it in my new public comment. In fact it seems that there is no option to add an attachment in a comment once you started your comment.

This is a major loss of functionality compared to JSD.

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