Upload Attachments to a Case

NOTE: Max file size is 30MB. 

Invalid File Types

The following are NOT acceptable attachment file types:

.exe Not Accepted

.js Not Accepted

.rtfNot Accepted

.sh Not Accepted

.shar Not Accepted

Accepted File Types:

Image File Types

Note that these file types require proprietary software and can only be downloaded. If a file of this type is attached, a message will be displayed “Some file types require proprietary software and can only be opened after downloading to your computer.”

Note that these file types require proprietary software and can only be downloaded. If a file of this type is attached, a message will be displayed “Some file types require proprietary software and can only be opened after downloading to your computer.”

To upload files to a case:

1. Search for and select your case for editing.
2. From the tab menu near the top, select Attachments.

   

3. To upload a file, drag-and-drop it to the File field, or click CHOOSE FILE to select a file and Open it.
   • To upload multiple attachments, click CHOOSE FILE, then hold down the Ctrl, Shift, or Command key while selecting multiple files, and click Open.
4. To make sure only internal users at your service location can see it, check Internal (private), otherwise, the customer will be able to see it.
5. Enter a description of the file and click Upload.

Once the attachment uploads, depending on the Internal settings, you and others can view it. As the user who uploaded it, you can also change its visibility or delete it.

To view the attachment:

• Click the file in the FILENAME column.
• NOTE: If the file format is proprietary, the file will be downloaded instead of viewed.

To change the visibility of the attachment:

• Click the dropdown under the ACTIONS column and select:
  • Internal to keep it within your service location
  • Customer to allow the customer to see it

To delete the attachment:

• Click Delete under the ACTIONS column.