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Attach documents to service calls

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Elias Abboud
Honored Contributor

Attach documents to service calls

Hi everyone,

I have two questions:

1) Is there a way to attach word documents when registering a service call?

2) If Yes, Can I later on be able search with the attached documents?

Thanks in advance.
If you can't solve it, post it :)
5 REPLIES
Elias Abboud
Honored Contributor

Re: Attach documents to service calls

What I meant in question 2 is that:

Can I later on be able search by keywords inside the attached documents from within the search facility of service desk?

Thanks in advance.
If you can't solve it, post it :)
Ramaprasad N
Esteemed Contributor

Re: Attach documents to service calls

Yes, You can attach any type of documents to a service call, while registering. You need to have an FTP server to store your attachments. You have to configure it through the attachment settings under Admin Console --> System Settings --> Attachments. Kindly refer to the Admin guide for a detailed information on this.
Elias Abboud
Honored Contributor

Re: Attach documents to service calls

Thanks a lot.

what about searching by keyword inside the attached documents from within service desk. Is this possible?
If you can't solve it, post it :)
Ramaprasad N
Esteemed Contributor
Solution

Re: Attach documents to service calls

You can search - based on whether a service call is having an attachment or not. However, searching for Service calls with attachment keywords may not be possibe.
bellflower
Super Collector

Re: Attach documents to service calls

Hi..

If using MS IIS as your FTP server...
Take notice to disable the default IIS account "Allow Anonymous connection"..
If dont you will let your FTP files wide open public with full file access rights.

/ Bellflower
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