Send a file to a user via Service Manager - respond to an incident RRS feed

  • Question

  • We are using the System Cennter Service Manager and are wondering how a help desk user can easily attach a file to an incident and send the file back to the requestor.  If we click on 'request user input', it will allow us to compose a message and send it to the requestor, but it will not allow us to attach a file as well.

    We have also tried under 'related items' within the incident to link to a knowledge article that has a file attached or just attaching a file to the incident, and neither will send the email back to the user and include the attachment.

    How do we send a file back to the incident requestor within Service Manager?


    Tuesday, May 22, 2012 4:35 PM