How to turns attachments in tickets into URLs
Here's a rule that we use in our helpdesk to convert attachment file names to URLs. The benefit is that when this gets emailed to the user they have a link to use for the attachment. The filename on it's own is not extremely useful to us, but this makes it very useful
You will have to import this as a resource into your 5.1 kbox . See the admin guide for details, but it's under settings->resources of the ORG that you want to use.
Updated for 5.5+
here is the rule...
frequency = on ticket save
order = run before any rules that send emails
select distinct C.ID from HD_TICKET join HD_TICKET_CHANGE C on C.HD_TICKET_ID = HD_TICKET.ID
join HD_ATTACHMENT A on A.HD_TICKET_CHANGE_ID = C.ID
C.ID = <CHANGE_ID>
so that the conversation will remain readable.