You are trying to add attachments from library in the tickets, but there is no feasibility for the same.
SAP Cloud for Customer
Reproducing the Issue
Go to Tickets workcenter
- Search for ticket ABC(where ABC is the id of the ticket)
- Open the ticket ABC
- Navigate to Interactions facet
- Select New and select the Email channel
- Select Attachments
Here you see that there is no option to add the attachments which are in library workcenter.
As of of now we do not support adding attachment from library in an Email from interactions screen. Also when you try to add attachment from ticket in Email, attachments other than library will come up.
In reference to the current system design by the product team, it is not possible to add the attachments from library.
Library, Attachments, Missing, Email , KBA , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , How To