View Attachment

The Attachment control allows users to attach files, such as screenshots, documents, logs, emails, and other relevant materials, directly to tickets. By enabling the inclusion of supplementary information, attachment fields help users collaborate more effectively, ensuring that all necessary context and details are available for troubleshooting and resolution. The attachment size has now been increased from 4MB to 25 MB. The total size of all attachments combined must not exceed 25 MB. 

To set the limit for attachment control, perform the following steps: 

1. Navigate to Service Management > Design Studio > Module. 
   

2. Select the required module. Click Form Designer.  
   

3. Select the page that has the Attachment control configured. Change the status of the Form to Maintenance.  
   

4. Navigate to the Design Form and click Settings to configure the control.  
   
   Figure: Settings 
   

5. On the Properties tab, update the Maximum Upload File Size (In Bytes). Click Save.  

   
   Figure: Maximum upload file size 

Analyst View  

Analysts and End Users can now upload attachments up to 25 MB. This increase in attachment size applies to all modules, including Incidents, Service Requests, Change, and Problem. Increasing the attachment size enables users to attach multiple attachments that are related to the tickets.  

To attach attachments to an incident, perform the following steps: 

1. Navigate to Service Management > Incident > Manage Incidents > New.  

2. Attach any attachments in the Attachment field.  
   
   Figure: Attachments 
   

3. If the Attachment size exceeds more than 25 MB, a Validation Message is displayed.  

   
   Figure: Attachments more than 25MB