Attaching files to incidents

The Attachments tab lets you add files that may not fit neatly into an incident. The procedure in this section describes how to permanently attach a file to an incident.

You can also attach a file to your email response. In contrast to a file you attach to an incident, the email file attachment is attached to that message only and is not stored with the incident. This lets the customer open the file directly from the email client instead of having to log in to view it. For information about attaching a file to your response but not to the incident itself, refer to To attach files to an incident response:.

The Attachments tab lists any files attached to the incident and contains the file name, size, dates created and updated, a description, and whether the attachment is private (not visible on the end-user interface). The following table describes the buttons on the Attachments tab.

Button	Description
	Click this button and select Browse or Search.
Browse	Select this option to open a window that lets you view the files and folders on your workstation and select one or more to upload and attach to the record. For information, refer to To browse for a file to attach to an incident:.
Search	Select this option to open the File Search window so you can spec­ify a directory, all or part of a file name, and type of file. The files that match these criteria are displayed so you can select the ones you want to upload and attach to the record. For information, refer to To search for a file to attach to an incident:.
	Click this button to open the file for viewing.
	Click this button to open the File Transfer window, which displays download progress.
	Click this button to open the Attachment Properties window and add or edit the following fields.
File Name	Type the file name.
Display Name	Type a display name that appears in the Name column of the Attachments tab.
Description	Type a description that appears in the Description column of the Attachments tab.
Private	Select this check box to prevent the file attachment from appearing on the end-user interface when the contact views the incident on the Questions page of My Stuff.
	Click this button to remove the selected file attachment from the record.

To browse for a file to attach to an incident:

1	Click the Attachments tab.

2	Click the Add Files button and select Browse.

3	Select the file to attach.

4	To attach additional files, press Ctrl while selecting the files.

5	Click the Open button to attach the file to the incident.

To search for a file to attach to an incident:

1	Click the Attachments tab.

2	Click the Add Files button and select Search to open the File Search window.

3	Enter any or all of the following field information.

Field/Button	Description
Search directory	Type the name of the directory where you want to search for the file or click Browse.
	Click this button to display the file structure and make a selection from the list of available directories.
Part of file name or extension	Type all or part of the file name. Note: This field uses an implicit wildcard at the end of the entry.
Filters	Select a filtering option to narrow the search.
Documents (*.doc, *.xls, *.pdf, *.txt)	Select this check box to search for document files.
Audio (*.mp3, *.wav, *.wma)	Select this check box to search for audio files.
Images (*.jpg, *.bmp, *.gif)	Select this check box to search for graphics files.
All Files (*.*)	Select this check box if you do not want to restrict the search by file type.
	Click this button to start the search after you have defined the search criteria. While file searching is in progress, the button changes to Stop; click it to stop searching when the file you want is displayed.
	Click this button to open the File Upload window, which displays a progress indicator and a Stop button for each file you upload. If a problem occurs, click the error to view details.

4	Click the Search button to display a list of files that meet the search criteria.

5	Click a file to select it for uploading.

6	To attach additional files to the incident, press Ctrl while selecting the files.

7	Click the Add Files button to upload the selected file and attach it to the incident.

8	Click the Close button to close the File Search window.

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