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Attachments

Attachments are files that are attached to a ticket. You can find a list of all attachments in the Attachment Section below the History Section.

Figure 67: Attachment list in a ticket

The list of attachments provides the following information. You can filter the list using the drop-down boxes and text fields in the header.

• Class
  Indicates the class of text applied to the attachment. You can click the icon of the current class of text to select a new one.
• File type
  Indicates the file type of the attachment.
• Name
  Indicates the file name of the attachment. Click the file name to download the corresponding attachment.
• Description
  Indicates the description provided when the attachment was added, if any.
• Date
  Indicates the date when the attachment was added.
• Added by
  Indicates who added the attachment. This can be either an engineer (who uploaded the file) or a technical user (in case the file was attached to an incoming e-mail).
• Action
  Provides links to the available actions. These are:
  • Apply filters
    Filters the list according to your selections in the header.
  • Clear filters
    Removes the filter, i.e., displays all entries.
  • Show in history
    Jumps to the history entry of the attachment, where you can perform additional actions.

Adding an Attachment

To add an attachment, click the Attachment link in the header of the history section. The background of the history section turns yellow to indicate that it is in edit mode. If the section is already in edit mode, you can also add an attachment by clicking the Attachment tab. Upload the attachment using the file browser and click Add Attachment. The attachment is then displayed in the Attachment Section and in the corresponding history entry (only shown when Extended or Detail is selected as visibility level).

Once an attachment is added to a ticket, you can use it in an e-mail.

Working with Attachments in the History Section

In the History Section, you can perform additional actions for existing attachments:

Figure 68: Actions for attachments

• Select class of text
  Click the class of text icon to select another class of text.
• Open
  Downloads the attachment.
• Remove
  Removes the attachment.
• Edit (only CM.Doc)
  Downloads the attachment and opens it. You can edit the file. The edited file is uploaded automatically once you click Save in Microsoft Word or OpenOffice.