This is most relevant with service requests rather than problem/incidents. First off, when dealing with documents, email is often the transport layer. Second, on an existing ticket, the details section of the ticket is the most visible, as it is at the top of the ticket. What I often find, is that I have documents in email that I need to attach to a ticket, but I want the attachment in the details section. Current workflow is:
1. Save attachment to desktop
2. Open ticket
3. Attach file to ticket in details section
Or . . .
1. End user sends attachment
2. Save attachment to desktop from WHD
3. Re-Upload attachment to details section.
It would be handy if there was a way to move/link/copy and attachment from the notes section to the details section. When an attachment is in the notes, it tends to be kind of buried. If a ticket has several documents attached that are related, the details section makes it easy to find/see all of them.
