I am using 9226 version of servicedesk plus. I realized that when "System" notifying "technician" or "requester", there is no attachment included in the notification. 

For example, (in the following, Jin Hwee is requester ; Steven is technician)

1) A requester reply to a ticket with attachment, technician assigned will receive email "Request Id ##1## is appended with requester reply." but without the attachment in the notification.

 

2) technician replied the ticket with attachment via outlook client, requester will receive email "Request Id ##1## is appended with requester reply." but without the attachment in the notification.

From the above, i came to a conclusion that when "System" sending out email to either technician or requester, it will not send out the respective attachment. 

Is this intended ? It is an issue for our company and would like to know if there is any way that can make the attachment being sent out together with notification?

Thank you.

Regards,

Steven