Adding attachments to tickets, projects, or Knowledge Base articles

SECURITY  All users with access to tickets, projects, or Knowledge Base articles

An attachment is a file such as a screenshot of an error message or a Word document that provides background information that is linked to a ticket, project, or Knowledge Base article.

File size

The file size for uploaded attachments is limited to 10 MB.

Unsupported file types

You cannot upload the following file formats: ade, adp, app, asp, aspx, bas, bat, cer, chm, class, cmd, cnt, com, cpl, crt, csh, cshtml, der, exe, fon, fxp, gadget, hlp, hpj, hta, inf, ini, ins, isp, its, iw, js, jse, ksh, lnk, mad, maf, mag, mam, maq, mar, mas, mat, mau, mav, maw, mda, mde, mdt, mdw, mdz, msc, msh, msh1, msh1xml, msh2, msh2xml, mshxml, msi, msp, mst, ops, osd, pcd, php, pif, plg, prf, prg, ps1, ps1xml, ps2, ps2xml, psc1, psc2, pst, reg, scf, scr, sct, shb, shs, tmp, url, vb, vbe, vbp, vbs, vsmacros, vsw, ws, wsc, wsf, wsh, xnk.

To add an attachment...

IMPORTANT  You must first save the parent entity (ticket, project, or knowledge base article). Then you can add an attachment. On the New Ticket The Autotask entity that tracks service requests, incidents or problems that were added to Autotask by your customers, internal employees, or remote monitoring software. page, you can click the Save & Attach File button to launch the New Ticket Attachments dialog.

To add an attachment, do the following:

  1. Click Attachment An external file uploaded to Autotask that is associated with a company, project, ticket, configuration item or other entity. (on a ticket) or New Attachment (on a project). The New (Ticket/Project A group of related tasks, events, documents and notes that have a common objective or deliverable. Projects are also often characterized by a deadline and a budget./Knowledge Base) Attachment dialog window will open.
  2. Enter a Name for your attachment.
  3. Click Browse or Choose File to locate and select your attachment.
  4. Click Attach File. It will appear on the list at the bottom of the page.
  5. To create additional attachments for this item, repeat steps 2-4.

To remove an attachment, click the Delete icon next to it in the list.

  1. When you have added all attachments, click Save & Close.

The files will be uploaded and can be accessed by everyone with access to the ticket.