Adding Attachments to Auto Response Emails / Business Rules Emails.
Our organization leverages business rules that leverage automated responses (appending standard texts) to incidents. We are looking for a way to include attachments in those "automated responses".
Currently our clients need to log in using PTA to access our Answers. We also have created a few Answers using "clear_id" that allows for general answers to appear for users without logging into the CustHelp center. For those who log into our application, creating an answer with an attachment and adding a link to the answer in our standard text would work.
However, for the use case we are trying to address, the users are primarily working outside the application, or are not current users with credentials to access our custhelp pages. We have found that when utilizing this strategy, attachments will not appear.