Summary
List the filename of any attachments added as part of a note when using the Print function in a ticket.
Use Case
During compliance audits we are frequently asked to provide exports of specific tickets to show a particular process was followed. We typically do this using the Print command and saving the print output as a PDF, and this meets almost all of our needs except for the fact that the print layout makes no mention of any attachments on ticket notes. This detail shows on the standard ticket view but is omitted from the printout.
While we can supply the actual contents of the attachments for audit separately, we do need to show that those attachments were associated with the ticket.
At present we have to workaround this by manually adding the file name of the attachment to the note, but this relies on agents having to remember to do this every time (I can’t find any way to automate it).
