Need provision to upload attachment after a ticket created

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This enhancement was a native skill on ‘Classic’, it will be fantastic to bring it back to our users. This scenario happens more often than not, and we foresee it will become more important for our upcoming HR Domain launch. Please bring this back!

Agree, we often need additional info and attachments to troubleshoot and give more info. We use this a lot in classic and do need to have a way that customers can use the bot to add attachments. Otherwise this sends them to the portal and away form adopting the bot

@DIANA.TWC -  I am wondering, does Moveworks classic allow to submit a catalog items/Record producers with attachments today?. I think, we still have an option to upload an attachment via Rich Intake form but not via SNOW forms.

See as a perfect time, I got a push from another service owner today not to use and submit the form via MW’s bot because of not able to add attachment while submit the form. 

This is the team who handles by reviewing product and use case architecture security for the whole company. On an average, they are getting 100 per month of SSR tickets. They don’t want users to use Red and submit the form because of lack of capability esp adding attachments.

@rjoynt, @salah.kaddumi  - Need your help to push forward this.

Hi @ashokmoorthy - Classic never supported attachments for catalog items in chat. However, for general INCs, Classic did allow the user to add attachments after the ticket was opened. This capability showed as a button to Add Comment/Attachment and opened a window within teams. This was great because it kept user in the same app.

Rich ticket has been able to resolve the copy/paste & drag/drop attachment issue when creating GI INCs, but much like your example, we have many other catalog items that give the option to include attachments, drop list selection, etc. and for these reasons MW will not support them in chat, which impacts the user experience. We’d love to see MW keep improving this area of the platform as having a great level of compatibility with SNOW is what drove us to choose them in the first place.

This can be configured with Agent Studio and File Slots.!-->