To anyone that knows the answer..

I created a MS Outlook (2002) form email template..It is saved as an oft. file type. I plan on making it available to users that I support as a support ticket that they fill out and submit to me. I need the users to be able to open this form and have the ability to add attachments. When I view that form as if I were a user the Insert/Item is greyed out.
Does anyone know how to make my headache go away?