When someone replies to an SR email and with an attachment, the attachment saves to the SR but it not included in the notifications to the technician or the requestor.

For example, if I (a technician) reply to an email notification from SDP and attach an document, the document is saved to the SR but the notification to the requestor does not contain the attachment. 

This is problematic because most users don't go out to the SDP portal and mostly use email to correspond.