Attachments

You can attach files to incident, change, problem, and knowledge records in Service Manager. For more information, see the below.

Add an attachment

To add an attachment to a record, follow these steps:

1. Open the record to which you want to add an attachment. To do this, select a record from the queue or search for a specific record.

   Note You can also add an attachment when you create a new record.
   

2. Scroll down to and click the Attachments tab.

3. Based on your needs, attach files using any of the following methods:

   • Click Add files, browse to the file or files that you want to attach to the record, and then confirm your selection.

   • Directly drag and drop the file or files from your local drive into the Attachments area.

   • Press CTRL + V to attach the screenshot saved in your clipboard. If the cursor is placed in an editable field or text area of the record, the text of <Screenshot name>.png will be automatically added right behind the cursor.

     Note If you access Service Manager from Microsoft Internet Explorer 11, you can attach a screenshot with this method only when the cursor is placed inside the screenshot paste bin.

   A progress bar in the File Name column displays the progress of the file upload process.

   The file is now uploaded. However, the file is not attached to the record until you click Save. To remove a file that is uploaded in error, click the X icon in the Remove column before you click Save.

   Note  

   • The size limit for individual attachments and the space that is available for storing attachments are displayed in the upper-right corner of the Attachments section.
   • If you try to attach a file that exceeds the size limit for individual attachments or the total available space, you receive an error message, and the attachment is not uploaded.
   • If you try to attach a type of file that is not permitted (for example, an .exe file), you receive a message that prompts you to remove the attachment. If you do not remove the attachment, it is removed automatically when you click Save.
   • Special characters :;/"<>*?\| contained in a filename are changed to %27 once the file is uploaded.
   • There is no limit to the number of files that you can attach to a record, provided that they do not exceed the size limit. However, we recommend that you do not attach more than 20 files to a single record.
   • If you refresh the browser or click certain comfill buttons that refresh the browser before the file upload process is complete, the file is not uploaded.

   • Whether you can attach a file with a duplicated name against the attachment list depends on the setting of the preventDuplicatedAttachmentName parameter.

4. Click Save.

Open an attachment

To open a file that is attached to a record, follow these steps:

1. Open the record to which the file that you want to open is attached. To do this, select a record from the queue or search for a specific record.
2. Scroll down to and click the Attachments tab.

3. To open a single file, click the file name or the download icon in the Download column.

   To open multiple files, select the files that you want to open by using the check-boxes next to the file names, and then click Download.

   Note When you download multiple attachments concurrently, Service Manager packages the files in a compressed (zipped) folder. Some third-party unzipping tools may not correctly handle file names that contain non-Roman characters. In this situation, the name of the unzipped file may change unexpectedly. We recommend that you use WinRAR to unzip the compressed folder.

4. Click Save.

View the details of an attachment

To view the details of the files that are attached to a record, scroll down to and expand the Attachments section of the appropriate record.

If a file is attached to the record, the following information is displayed in the table in "Attachments" section:

• The name of the attached file

• The size of the attached file (in KB)

• The login name of the person who attached the file

• The date when the file was attached to the record

Attached files are displayed in the order in which they were uploaded.

Delete an attachment

To delete an attachment from a record, follow these steps:

1. Open the record from which you want to delete an attachment. To do this, select a record from the queue or search for a specific record.
2. Scroll down to and click the Attachments tab.

3. To delete a single file, click the X icon in the Remove column.

   To delete multiple files, select the files that you want to delete by using the check-boxes next to the file names, and then click Remove.

4. In the dialog box that appears, confirm the deletion.
5. Click Save.