dwalby Posted August 28, 2018 Share Posted August 28, 2018 Hi all, I'm sure I've posted this before but cannot seem to find it I've seen a few instances where a user has e-mailed in an update to their request containing an attachment but the attachment does not appear within the request. Is this a known issue? Link to comment Share on other sites More sharing options...
Victor Posted August 28, 2018 Share Posted August 28, 2018 2 hours ago, dwalby said: a user has e-mailed in an update to their request containing an attachment but the attachment does not appear within the request If the email was applied to the request automatically via routing rules then you won't see the attachments in the attachments section simply because the autoresponder operations do not process attachments. In this scenario the timeline entry that gets created on the request will have a paperclip icon on the right-hand side and the attachment can be viewed by opening the email using the "View Email" option. Link to comment Share on other sites More sharing options...
dwalby Posted August 28, 2018 Author Share Posted August 28, 2018 2 hours ago, Victor said: If the email was applied to the request automatically via routing rules then you won't see the attachments in the attachments section simply because the autoresponder operations do not process attachments. In this scenario the timeline entry that gets created on the request will have a paperclip icon on the right-hand side and the attachment can be viewed by opening the email using the "View Email" option. Thanks @Victor for clarifying. If possible, could this be raised as an enhancement? To get the attachments processed by autoresponder so they appear as linked documents within the request? Link to comment Share on other sites More sharing options...
Victor Posted August 28, 2018 Share Posted August 28, 2018 We already have something in our backlog if I am not mistaken... @James Ainsworth ? Link to comment Share on other sites More sharing options...
samwoo Posted August 28, 2018 Share Posted August 28, 2018 I think there is something as I raised this before. If not please add me +1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 28, 2018 Share Posted August 28, 2018 There is an existing change in our backlog for this requirement. I've added you both, @dwalby and @samwoo, to the change Link to comment Share on other sites More sharing options...
Gemma Morrison Posted October 11, 2018 Share Posted October 11, 2018 + 1 PLEASE! @lokent 1 Link to comment Share on other sites More sharing options...
Dan Munns Posted October 26, 2018 Share Posted October 26, 2018 +1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 26, 2018 Share Posted October 26, 2018 @Gemma Morrison @Dan Munns I've added you both to the change. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted October 30, 2018 Share Posted October 30, 2018 +1 for use as well. Cheers Martyn Link to comment Share on other sites More sharing options...
Logan Graham Posted October 30, 2018 Share Posted October 30, 2018 +1 for me also. Thanks. Link to comment Share on other sites More sharing options...
Gemma Morrison Posted October 31, 2018 Share Posted October 31, 2018 @lokent Thank you @James Ainsworth Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 5, 2018 Share Posted November 5, 2018 Thanks everyone for your interest. @Martyn Houghton @Logan Graham and @Gemma Morrison I've added you to the change. Regards, James Link to comment Share on other sites More sharing options...
Steffen Posted November 14, 2018 Share Posted November 14, 2018 We would like to be added to this Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 14, 2018 Share Posted November 14, 2018 Hi @Steffen I've added you to the change. Thanks for your post. James Link to comment Share on other sites More sharing options...
Lauren Posted November 16, 2018 Share Posted November 16, 2018 +1 please Link to comment Share on other sites More sharing options...
HHH Posted November 16, 2018 Share Posted November 16, 2018 If we didn't +1 already please add us as well Link to comment Share on other sites More sharing options...
Alisha Posted November 16, 2018 Share Posted November 16, 2018 Hi @James Ainsworth, Is there a date scheduled for this change please? This is causing us issues since we went live as customers are emailing (and attaching) authorisation for access. While we can see the attached authorisation in the email, when the email gets deleted, the attachment will also be deleted. I understand that we can save the attachments and upload them ourselves, but this is an overhead as we get several requests like this. Additionally, being able to reply to an email and adding an attachment, rather than going to the customer portal, saving an authorisation email, and then uploading it as an attachment, greatly enhances the overall customer experience. Many thanks, Alisha 2 Link to comment Share on other sites More sharing options...
HGrigsby Posted November 21, 2018 Share Posted November 21, 2018 + 1 for us too please! Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 22, 2018 Share Posted November 22, 2018 @James Ainsworth Is there a planned timescale for this yet? Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 22, 2018 Share Posted November 22, 2018 Hi @Martyn Houghton This has not yet been scheduled for development. I'll update the post if there is any update on this. Regards, James Link to comment Share on other sites More sharing options...
Kelvin Posted January 9, 2019 Share Posted January 9, 2019 @James Ainsworth +1, is there any idea of timescale Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 9, 2019 Share Posted January 9, 2019 Hi @Kelvin I already have you listed on the change as a result of this post. Not scheduled yet, so no timescale at the moment. I'll provide an update once it progresses. Regards, James Link to comment Share on other sites More sharing options...
Gemma Morrison Posted January 28, 2019 Share Posted January 28, 2019 Hi @James Ainsworth has this been scheduled in as of yet? This is causing some issues within our team and just wondered if there was an update at all please? cc: @Alisha 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 29, 2019 Share Posted January 29, 2019 Hi @Gemma Morrison Not scheduled yet. I would be interested to know more about the issues that your team are having. To help with any change to the product, understanding what the problem is can ensure that the features being delivered are fit for purpose. In some situations we may also be able to highlight alternative ways of working to ease the issue or sometimes remove it altogether. Regards, James Link to comment Share on other sites More sharing options...
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