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    Attachments
    • 11 Sep 2023
    • 2 Minutes to read
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    Contents

    Attachments

    • Updated on 11 Sep 2023
    • 2 Minutes to read
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    Article Summary

    This document provides an overview of how to manage Service Record Attachments (Attachments)  in SysAid, including the ability to: 

    Attachment Types

    • Contextual Attachments
    Attachments uploaded or emailed within the context of a Note, Message, or action executed using a Rich Text Editor

    • General Attachments

    Attachments uploaded without a specific context


    Attachment File Requirements

    • Attachments are limited to 50MB each
    • Attachments support most common file formats. 

    The following formats are blocked for security reasons:

    JSP, JSPX, JSW, JSV, JSPF, WSS, DO, ACTION, EXE, MSI, PS1, HTML, HTM, PIF, APPLICATION, GADGET, MSP, COM, SCR, HTA, CPL, MSC, JAR, BAT, CMD, VB, VBS, VBE, JSE, WS, WSF, PS1XML, PS2, PS2XML, PSC1, PSC2, MSH, MSH1, MSH2, MSHXML, MSH1XML, MSH2XML, SCF, LNK, REG


    • Blocked file formats can be whitelisted to be supported for upload
    To whitelist file formats according to your needs, contact your Customer Success Manager



    View Attachments

    General Attachments and Contextual Attachments are displayed in the Journey and Attachments tab, showing the following file details:

    • Thumbnail
    • File name
    • File type
    • Upload timestamp
    • Uploaded by


    View Attachments in the Journey


    attachments mode1 of 3 Journey Modes that displays Attachments

     


    Attachment-related Events in three of the Journey’s Modes:


    View Attachments in the Attachments tab


    • Attachments tab

       

      The Attachments tab displays all Service Record Attachments in a gallery view.

       You can sort, filter, and search the Attachments tab by the following criteria:


      Sort by:

      • Upload Time (default)
      • File Name
      • File Type


      Filter by:

      • File Type (Images, PDF, Text, XLS)
      • Upload Time (Today, Yesterday, Last Week, Last Month)


      Search by:

      • Attachment File Names

       

    Note

    • File Types can be filtered by Images, PDF, Text, and XLS
    • Upload Times can be filtered by “Today”, “Yesterday”, “Last Week”, “Last Month”


    Add Attachments

    You can add Attachments to a Service Record from various locations:

    • Attachments tab
    • Toolbar
    • Any Rich Text Editor (i.e. Notes, Messages, Descriptions, Solutions, Resolutions, etc.)


    Note
    Attachments uploaded to a Note or Message via drag and drop are added as inline images



    To add Attachments through direct file upload, do one of the following:

    • From the Attachments tab

    Click on the [show small version of square with button] in the gallery and select the desired file from your File Manager


    • From the Toolbar or Rich Text Editor

    Click on [show icon] and select the desired file from your File Manager.


    During the Attachment Upload Process

    Service Records are “Locked” to Read Only mode for other users while the Attachment upload process takes place.

    To avoid unintentionally aborting the upload process, wait to receive the “Upload complete” notification before navigating away from the page.



    Add Attachments through the Self-Service Portal


    Add Attachments through the Self-Service Portal

    You can add Attachments from the Self-Service Portal by opening the Service Record and uploading the file through drag and drop or by uploading the file directly through the Select Attachments link.


    Note
    Service Records created via the Hotkey with images or videos added using F11 will be indicated as such in the Attachments tab


    Delete Attachments

    Delete an Attachment from the Journey

     

    Admins with Edit permissions can delete files from the Service Record from various locations:

    To delete Attachments from the Service Record, click the [trash can] icon in either the:

    • Attachments tab (file thumbnail)
    • Journey Event
    • Rich Text Editor


    Note
    • Removing an Attachment referenced in multiple Service Record locations or in other Service Records doesn’t delete it from other references
    • Attachments that are part of a Message can’t be deleted once they've been sent

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