Reply to Service Request with Attachment

hi ​@Tabitha 

Are you trying to reply with a completed attachment based on the contents of the SR?

If so, I would look at “Document Templates”. If you can share more about your usecase then I can give you a better answer

I believe they are asking if when a ticket is received an Automator will decide what kind of ticket “client request” not a service request put into the portal it is and then they want the Automator to send the client an email with an attachment of a form for them to fill out. 
 

I also have use case for this so hopefully someone has an answer. 

If that’s the case, then you would have to have somewhere to store the attachment. 

the only place you could keep an attachment within Fresh to download would be Solution article. So you could store the form there on a public article and then link to the Article and the associated form.

There’s no other way of storing that in “Working Memory” of the workflow. 

Your Options are tehrefore

• Service Request - Turn your form into an Service Item and subject it as a ticket - If you needed a copy of the form you could use a Document Template as the output
• Store the form file on a solution and link that to the email
• Store the form file somewhere else like sharepoint/google drive and link it. 

The bigger question is why are you emailing someone a form… As a customer I HATE that, as I have to print it out, or PDF edit.. *grumble* :D

Oddly my other reply is being moderated. 

Anyway, you cannot store the attachment anywhere that the workflow can get to it directly to send it to the user. If you must send them a form (Which as a customer makes drives me nuts), then I would store the form on a Solution article and then link to the solution article. 

If this needs to be dynamic I would add in a custom object, to change the link without needing to have multiple conditions and end points. 

My apologies that I was not clear. The customer is calling us on the phone and asking for the form (it is currently accessible on the website), but my CS Manager thinks it is better customer service to send the form (as opposed to the self-serve link).
The form is not completed (I offered and they do not want to send secure docs) because the return rate of these is low (to your point 🤣).

This is currently designed as a service request the CS agent fills in during the call, so it could be a template with no info based on the form they choose. I was hoping to store the form as a solution article (currently a canned response) and insert it with the attachment.

Yes, you can include it as an attachment on a canned response or a solution article.