I'm using Service Desk 7.5 and have gotten a number of comments from users wanting to be able to attach files to incidents or requests at the time of creation. If they email in an attachment, it creates with the attachment fine, but they don't have the option to Add Attachment through the SelfService portal until after they have saved the ticket. I suspect this is because the ticket doesn't have a status yet and according to the documentation:
NOTE: You must have the relevant application to view attached files.
You cannot attach files that are larger than 4MB; for files larger than this, we recommend that you store the file on a specified directory and put the path to this directory in the attachment name.
The process must be at the correct status for you to be able to add attachments, that is, the action must be visible on the Actions list.
You must also have the privilege to add attachments.
You cannot attach files that are already open – you must first close the file.
Is there some kind of way to get around this? Users are getting in the habit now of creating a ticket then emailing an attachment to someone on the helpdesk who then has to go in and attach the file to the ticket which is rather inconvenient.