Using attachments in the service desk and software

Owned by William Johnson
Last updated: Jan 17, 2023
5 min read

This article describes the different ways attachments can be added to issues. The article is broken down into two components service desk and software projects.

All projects allow attachments up to 2GB per file. However, there is unlimited storage per issue. If you attachment exceeds 2GB, you may need to break down the files, convert to a smaller form factor, or just add a URL to a shared drive, like OneDrive.

Service desk

The options below apply to all service desk projects internal and external. If you are using software projects, please go to the section below.

Creating an issue

  1. Click the Create button.

  2. Drag and drop or upload an attachment. You will see a successful drag and drop if the attachment is loaded at the bottom of the create screen.

  3. Complete the required fields and click Create. The attachment will be added to the issue.

Drag and drop

You may drag and drop attachments directly on the issue screen. However, you cannot be editing any field at the time you are attempting the drag and drop action. This includes in active comments you have open. See the examples below.

  1. Locate a file on your PC.

  2. Click and drag the file from your PC to the issue screen.

  3. You will see the browser window tint blue. This is the indicator that the attachment will be uploaded.

  4. The attachment is added and an active comment is opened on the screen. You may choose to make an internal comment or share it with customer.

Successful drag and drop. Look for the blue tint and the Drop file to anywhere to upload this issue message at the bottom of the window.

Unsuccessful drag and drop. The screen never tinted blue and I never seen the Drop file to anywhere to upload this issue message at the bottom of the window.

Files and images button

In certain text fields and screens you will see a Files and images button. This button will allow you to locate a file on your PC and add it to that text field. This works for the description field and the comment field on the issue screen.

This button does not appear on transition screens, like the comment field in Waiting for customer. If you want to add an attachment on a transition screen, go to the next section.

Transition screens

On a transition screen like Waiting for customer and User scheduled there is an attachment field in which you can drag and drop or upload an attachment. You will see a successful drag and drop if the screen tints orange and the image displays in the comment box. Add a comment to your attachment and it will be set tot he customer. The attachment will be added to the issue.

Software

The options below apply to all software projects internal and external. If you are using service desk projects, please go to the section above.

Creating an issue

  1. Click the Create button.

  2. Drag and drop or upload an attachment. You will see a successful drag and drop if the attachment is loaded at the bottom of the create screen.

  3. Complete the required fields and click Create. The attachment will be added to the issue.

Drag and drop

You may drag and drop attachments directly on the issue screen. However, you cannot be editing any field at the time you are attempting the drag and drop action. This includes in active comments you have open. See the examples below.

  1. Locate a file on your PC.

  2. Click and drag the file from your PC to the issue screen.

  3. You will see the browser window tint blue. This is the indicator that the attachment will be uploaded.

  4. The attachment will be added to the issue.

Files and images button

In certain text fields and screens you will see a Files and images button. This button will allow you to locate a file on your PC and add it to that text field. This works for the description field and the comment field on the issue screen.