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Working with Attachments

Daran_StokesDaran_Stokes Customer IT Monkey ✭

Hi guys.

I'd like to make working with attachments as easy as possible for the team and thought I'd ask how what everyone else is doing

Currently if there is an attachment in a task, the analysts have to

  • open the request
  • go to "related Items" page
  • Scroll to the attachments section
  • open each attachment in turn until they find the one that they need.

Some potential options I'd like would be:

  • Display an attachment icon on the grid view - with preview?
  • Move the attachments section of the form onto the General page?
  • Preview the attachments without opening them all?

Any help would be gratefully received.


  • Morten_MeislerMorten_Meisler Premier Partner Advanced IT Monkey ✭✭✭
    edited March 2017
    You can easily move the attachment section from the related tab to the general tab in top if you want. Just edit the Incident.js file (KB: https://support.cireson.com/KnowledgeBase/View/51#/ )

    For the other points, you should make a feature request for that (if not already)

    I think a critical point for many end-users, is the ability to quickly paste in screenshots as attachments, there is a feature request on that here:

    I have a dream that one day SCSM will fully support rich text formatting in both Description and Action Logs = ability so see inline pictures and richer formatting. We lost many customers to this very reason, since other ITSM platforms do this already. I.e. parsing the exact email body format inside description and let Analysts do richer action log handling, like pasting screenshots etc.

    There is a richtext property type, but it's fairly complicated to "merge" it with existing OOB properties like Description and Action Log if it has to go to Data Warehouse too. This is a limitation in SCSM of the way it was build to begin with, but with a portal you could perhaps make some changes. I hope so at least :smile:
  • Peter_MiklianPeter_Miklian Customer Advanced IT Monkey ✭✭✭

    @Daran_Stokes newer portal versions (8.11.0?) have file icon at the top of the page. Take look here https://community.cireson.com/discussion/4468/order-attached-files-by-date-in-portal at comment from @Brian_Wiest

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