Attachments and URLs
You can attach files or images to records, enabling users to view extra data not limited by the defined fields. Many HEAT workspaces allow attachmentA file or web URL reference linked to a record.s and URLs to a record, including incidents, knowledge articles, tasks, problems, change requests, releases, and service requests. Administrators can limit the size and type of attachments allowed (see Other Form Controls). attachmentA file or web URL reference linked to a record.s to knowledge articles can be designated as searchable (see Searchable Attachments).
Adding an Attachment
| 1. | Within the workspace, open a record. The record details page appears. |
| 2. | From the Attachment tab, click New on the toolbar. The File Upload window appears. |
| 3. | Navigate to a file and click Open. The file is uploaded and the name appears in the attachment list. |
You can add multiple attachments to a record.
When attaching a file. the attachments are uploaded to the attachment path folder.
- If the path drive exists, but not the folder, then the folder is created and the attachments uploaded.
- If the drive does not exist, then an error message appears when the file is uploaded to the client: "Upload failed with error: Could not find a part of the path 'g:\temp2\346918CF43BD4FE2BAE0C57D781076C3'."
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If Save Type is empty, but path is correct, it uploads to the database.
Adding a URL
| 1. | Within the workspace, open a record. The record details page appears. |
| 2. | From the Attachment tab, click New URL on the toolbar. The Add Attachment window appears. |
| 3. | Enter a valid URL in the text box (such as http://www.frontrange.com - be sure to include http://), then click Save. |
The URL appears in the attachment list.
You can add multiple URLs to a record.
Modifying an Attachment
You can add additional attachments to incidents, knowledge articles, tasks, problems, change requests, releases, and service requests, after they have been created. Individual attachments cannot be modified, but they can be removed, modified outside of HEAT, then re-attached.
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Only Knowledge Managers can view or edit attached files from other users when the knowledge article is in draft status. |