While responding to a ticket if we attach a document from solution finder then the attachment becomes an URL rather a physical document.
Reproducing the Issue
- Go to Service work center.
- Select Tickets view.
- Open any Ticket.
- Search for a document in the Solution Finder.
- Press the Attach button once the document appears in the search result.
- It generates a hyperlink in the Ticket response rather attaching the document physically.
Note: You also observe that the Attachment counter in the ticket response, does not increase when you attach using the above steps.
The Attach feature in Solution Finder will only attach links to the response. This is the current expected behavior.
Currently there is no way to add files from solution finder to the response as physical document. This is not supported.
KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SRP-INT , Ticket Interactions , How To