Possible queries:
Few users are unable to access the attachment from the email
CC'd users are not able to access the attachments
Resolution Path:
- Validate account details from DevOps and check if the feature is available in the plan.
- Check if 'Access setting for attachments' setting is toggled on under Admin > Account > Security as shown below.
If the aforementioned setting is toggled on then, the users receiving the attachment in their mailbox, will be prompted to log in to the portal in order to access or download the file.
- If the above mentioned is not the case, obtain occasional agent access and check if the issue is replicable. If yes, please raise an L2 with all the required details.