Attach Files to an Incident Response

Follow this procedure to attach files to an incident response.

1. Click Options and select the Always Show for Response check box below Email Message Header.
   The Response title bar expands and the Attach button displays.
2. Click Attach.
3. To send the response with one or more attached files, select the associated check boxes in the Incident Files section of the Attachments window.
4. To attach additional files to the incident response, click Add Files and select Browse to view the files and folders on your workstation. Or, select Search to open the File Search window.
   1. If you selected Browse, select the file and click Open to attach it to the response.
   2. If you selected Search, specify a directory, all or part of a file name, and the type of file. Click Search. Then select one or more of the matching files and click Add Files.
5. Click OK.
6. Click Send.
   This sends the response with attachments to the customer, as well as to any other recipients you added to the CC or BCC fields. Attached files sent with the response will appear in the Attachments drop-down list in the title bar of the response.

   Note: All files attached to an incident or incident response are recorded in the knowledge base and audit log. Files attached to an incident using the Attachments tab, rather than with the Attachments button in the response title bar, are stored with the incident, but are not sent with the response unless selected. These files appear in the Attachments drop-down list in the title bar of the message with the heading “Added to incident, but not sent.” See Incident Attachments Tab.