Establishing Support Structure › File Attachments

File Attachments

Often, you want to associate a file with a ticket; examples include the following files:

• A screenshot of a particular error.
• Log files that led to a problem.
• An email that explains a problem.
• A WebLink pointing to a web page that needs repair.

You set up your service desk so that users can work with attachments. All types of tickets can have attachments; therefore, set up attachments for all service desk models.

CA Service Desk Manager classifies attachments as follows:

• Stored—Attachments that are stored are uploaded and stored in a repository. When an analyst reviews a stored attachment, the file is retrieved using a web browser and is viewed locally. The stored file remains in the repository.

  Stored attachments can be uploaded to a repository using a web server that uses the HTTP protocol. Utilizing a web server for file storage allows storage and retrieval from the user interface. Shared drive repositories cannot be accessed effectively from a web client and are, therefore, not supported.

• Linked—Stores only a link to the file in the database.

More information:

File Attachment Upload and Download

Repositories