KACE Product Support Question

Trying to Send Either Pictures or Attachments When Using Knowledge Base for Service Tickets

01/30/2020 78 views

So, we are trying to answer simpler tickets that come into service desk with a set of instructions. We know inside of the service ticket is the ability to link a KB article from KACE.

I have previously used KB articles by attaching the instructions as a PDF file. I try to append a KB article to a ticket comment but all it does is send the text (but no attachment).

So we added pictures to the KB article so that when it sends out the  comment as HTML, the end user should get this nice email with the instructions and pictures on them. However, the recipient just gets the text no pictures.

Is there a better way we should be trying this? Any ideas how to either get an attachment to send with an update (or get these pictures to push through)?

Thanks for any help! 

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