When trying to download an attachment from a Service Desk ticket, a new page opens with an error message - "Access to file is denied, you do not have permissions to view this file."
This is a documented problem affecting Service Desk module on SaaS platform.
This article will be updated when a solution is available.
In the browser address bar, manually append "-cdn" to the server name and re-enter. For example, if the URL starts with https:// saas31.kaseya.net/...., change it to https:// saas31-cdn.kaseya.net/.... as shown below. The file will now be downloaded.
Kaseya VSA - Service Desk module (SaaS customers only)