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Attachment action

Add one or more attachments to a request by dragging files onto the attachment box or by selecting Select Attachment to browse your computer.

Attachment Action

Before you begin

  • Is the attachment action enabled on the service? The attachment action is enabled or disabled per request type under Service Configuration. If you don’t see the attachment action, the service owner may have disabled it.
  • What is the maximum file size? The default maximum file size is 10 MB. An administrator can change this. If you upload a file that exceeds the limit, an error shows the allowed size.

Add a comment

Use the Add a comment field to explain the attachment or why you added it. The comment appears in the request timeline.

Select attachment

You can browse your computer or drag and drop one or more files onto the attachment area.

Tip

Hold Shift while selecting files to add multiple items at once.

Add a description

After you add files, enter a short description for each attachment. The description appears in the Attachments section of the request.

Select visibility

For each attachment, set visibility to Customer or Team. When visibility is Customer, the customer can view and download the attachment in the Employee or Customer portals. When visibility is Team or Owner, the customer cannot see the attachment.

Lock and unlock

Users with a Full Access role for the request type can lock this action. Locking prevents other users from uploading attachments. You can also control locking through Access Control in a workflow.

Attachment section

Open the Attachments section to access attachments added to the request. The section is visible only when one or more attachments exist.

Attachments Section

Downloading

Click an attachment name to download it. Browser settings control download location and behavior.

Image preview

If the attachment is an image, an image icon appears next to its name. Click the icon to open a thumbnail, and click the thumbnail for a larger preview.

Actions

Use the Actions menu for each attachment to:

  • Edit description
  • Edit visibility
  • Remove (permanently delete)

System settings

Administrators can restrict allowed file types and set the maximum upload size.

Name Description Default setting
communications.maxfileUploadSize Maximum size (in bytes) for a file upload 10000000
security.fileUploadRestriction.webdav.types Semicolon-separated list of restricted file extensions (no leading dots) exe;bat;cmd;js;vbs

Application settings

Name Description Default setting
guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.attachFile Default timeline visibility when attaching a file to a request Customer
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