Within our setup, there are a number of tickets which we answer via auto responders as the first line of action. This so that a standard document, or template, etc can be given back to the email sender, and then the call is followed up once this is completed. So, our setup looks like this: An e-mail address routers to a defined queue, this just happens to be in a hierarchy: example@otrs.mydomain.com -> Incident::example We have a defined response for that queue, which is en_queue_example_response What I would like to do, is as part of that response is supply back an attachment which i've got uploaded as part of the Attachments section. In this section i have a 1:1 mapping between the Attachment, and the Response. However, although the response works, and I get the e-mail, with body text, I dont get the attachment. Any ideas on where im going wrong?