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    [Delivered] Has the attachment been sent with the incident??
    Idea posted August 6, 2009 by DmitryLZSpecialist, last edited December 2, 2015 by eleepHero, tagged Agent Desktop, System Admin and Configuration 
    18593 Views, 60 Comments
    [Delivered] Has the attachment been sent with the incident??
    User Story / Description:

    Current state:

    I can see if a file has been attached to an incident.  It does not mean that it was emailed to the customer.

    We can send the attachment to the customer 2 ways:

    1. Attach a file to the incident, then "check" it under attachment button

    2. Just attach a file to the email without attaching it to the incident.

    We train our CSRs to use #1 above, however, there is nothing in the Audit Log to indicate that a response that was sent contains an attachment.

    Desired change:

    We (RN users) should be able to see if the attachment was indeed sent to the recipient of the email, or if the agent that sent it simply forgot to "check" the box.

    Also, we should be able to report on

    • How many incidents have attachments.(incoming/outgoing)
    • How many attachments were sent to customers


    Analytics: Our sales teams frequently sends customers a "Guide" that helps the customer choose which product they need.  If we could report on how many times a Guide A was sent vs Guide B, it would be extremely helpful.

    How many of our incoming incidents have an attachment? - this would be an excellent data point.

    Customer Support: Agent can see right away that an incident was sent to the customer without an attachment and resend it.

    If we can report on attachments, we could also add it to the "view" so that looking at the list of incidents, i could see which ones have an attachments (just like i see them in Outlook)

    Training:  if we see a trend - one agent keeps forgetting to "check" the box - it's a training opportunity for that agent.



    • Kristie

      I would like to see the same change as Dmitry. It should be clear what attachments were sent with what response. It seems like a major flaw that this functionality is not already offered.


      The confusing thing is that in most cases when we attach an incident and then send a response and check the box to include that attachment, there is a drop down called Attachments that is at the top of that incident thread. We thought up until recently that this drop down included the attachments that were sent in that particular thread response. However, we filed an incident recently (090821-000082) and found out that this Attachments drop down in the incident thread only indicates what attachments were uploaded to the incident around the same time the response was sent. This is not very helpful. We need to know specifically what attachments were sent in a particular thread so that we have accurate information about what has already been sent to the customer. We are not using the end user pages at this point so sending it through email is the only way the customer will get it.


      We would greatly appreciate it if this functionality were improved to work in a more logical way.

    • Kyle
      Given the 2 methods for attaching a file that are listed above, I've never understood the rationale for #1. It takes more steps, it's not as intuitive, and our agents usually forget and use the second option. Why not just give them option #2 and have the attachment be added to the list under the Attachments tab?
    • skaleel

      There are actually a few concerns in the attachment area.

      You can not currently add an attachment if you are sending out one response to close out several incidents. Unless you attach a file through a particular process, the file will not remain attached to the incident. Sadly, it's the most serious incidents we have that require attachments, so to have attachments audited and sent out is critical.

    • MyCare(TN)
      This is critical; there is no record of the attachment being sent if you don't add the attachment to the incident.  Nothing should ever be sent to the user that isn't accounted for.
    • Jeremy Hurst

      My thoughts on this (similar to what others have written) are as follows:


      * When you attach a file via 'method #2' (Response Files), there should be a tickbox to tell the RN console to save the attachment as an 'Incident File' after it is saved.


      * The audit log should indicate which files were attached ... and ....


      * The 'Attachments' dropdown in its current incarnation should be abolished. It should be reinstated to indicate which files were attached when that response was sent. If an attached file doesn't become an 'Incident File', its name should be greyed out.


      * 'Attach file' should be a button available from the main Response area, not only from the 'Response Panel' that pops out from the left.

    • Yoshiyuki

      We want the same functionality Dmitry suggested. Recording what information was sent to contacts previously is inevitable to support our clients.


    • Sophistical

      I just got a formal request for this exact functionality from an internal group and agree that sending an attachment should be an auditable event.

    • Manta Ray

      Yes please. It is confusing for agents otherwise and creates a training nightmare....

    • HS Tan

      Total agree, but I think before the reports, RNT should standardize the way attachments can be sent out.

      Personally, the more logical way would be option 2 as this is the normal way any users would do in any email client when sending out attachment. The system should :

      1) Automaticallyadd the attachment to the email sent (threaded) and at the same time

      2) Add it to the Attachment tab automatically

      It does not make sense at all for the the person to do it twice or not doing whether we have sent the attachment or what has been sent.

      It has caused some alot of confusion and dpute with our customers actually, which should not be so for a CRM solution.

      So I think this needs to be re-looked at asap.


      Huey Shin

    • Yoshiyuki

      Hi RNT Product Managers

      Please take this seriously. Every customers I talked so far in Japan needs incident Audit Log to capture attachment files on all outgoing mails.


      Yoshi Masuda

    • Baxter

      I'd like to add to the support for this feature. Very often our users will tell me a customer has complained that they did not receive an attachment on a response to an email. I am certain that in most cases this is because the user "forgot" to attach it to the reply - it would be nice to have an audit log for this so I can refer the user to it!

    • MWanuga

      I don't understand why we have functionality to forward an attachment along with an incident manually but the feature is not available within rules.  We could really use this!  Any chance it will be availabe in an upcoming release of RightNow??

    • jht

       I concur on all suggestions as well.

      1. audit capabilities - There is no way I can explain to business leaders if an attachment was sent.

      2. autoforwd attachment via Rules - this is critical. why not include attachment when forwarding an email thread?


    • Ross McDougall

      I agree, auto forward incident attachments via rules is critical. I use a RightNow form for a 'contact us' on the webite but only one department use RightNow (I use rules to auto forward to everyone else) 

      I want to put an 'attachment' widget on the contact form. Also if someon accidently emails our department with an attachment, we have to save the attachment and send via outlook. This happens all the time and it's extremely time consuming. 

      Nearly every single one of our customers send attachments. 

    • Paula Hempen

      Hello RNT, anyone home?  How is it that I see NO responses from you here?  Audit trails are essential and attachments in responses should be a no-brainer! Again another Idea Lab too can prevent bad customer experiences if only you take the opportunities handed to you by your customers.