Unable to open secure attachments on a Mendix Support ticket when added as CC

Issue

Adding someone to the CC field of an existing Mendix Support ticket does not grant access to attachments shared on that ticket. The ticket shows the message stating that the ticket contains a secure attachment with a link to access the attached files, but when following the link, access is denied. 

Environment

Mendix Portal

Cause

This is expected behavior. Attachments on Mendix Support tickets are shared through the secure SendSafely dropzone. Access to those files is granted only to the person who uploaded them through the dropzone and Mendix.

This is a security constraint. Anyone on the ticket can edit the CC field, which makes it prone to mistakes such as mistyping an address or adding a distribution list. A ticket can also receive additional CC recipients at a later stage, after sensitive content such as a production backup has already been shared. If being on CC automatically unlocked those files, the most error-prone field of the ticket would effectively control access to its most sensitive content, and files uploaded earlier would become downloadable by anyone added afterwards. 

Solution/Workaround

Request the file directly from the person who uploaded it, so that it can be shared through the appropriate secure channel.

Additional information

Not Applicable