From what I can see, there's absolutely no point in doing this -
If you're sending the same file each time (i.e. the attachment in the KB item), surely this would be better stored on a webserver or FTP somewhere - then you need only add a link to where it's downloadable from, like this:
In order to return your goods to us, you need to fill in a RETURNS FORM. This can be downloaded from:
http://www.thisisyourwebsite.com/docs/returns_form.pdf
That way, you're not sending a file everytime, just a link to it. The benefit to this is that the file can be maintained easily (you've only got one copy of it), your email is smaller (no attachment) and less risk of attachment being stripped off by an over-zealous email client. It also means that you don't need to MOD anything - osTicket just works as it is now.
By including files in the KB responses, depending on the numbers and frequency of updates, you're looking at an administrative headache.
