Freshservice attachment customization

Hi,

I’m currently experiencing an issue with the attachment customization in Freshservice. My team had developed custom code to fetch attachments from fields that display an attachment icon below them. The request also includes the default attachment field at the bottom of the Service Request / Incident. However, after submission, the ticket only retains the attachment in the default field, and the attachments from the custom fields are lost.

This functionality worked as expected from January 2023 to October 2024 without any problems, but it has suddenly stopped working. Could someone provide insights into the attachment code on the front end? Has this feature been deprecated? I would appreciate any guidance on how to resolve this issue quickly.

Please note that this is urgent.

Thank you.