Updating the attachment settings for service requests
As the BMC Digital Workplace administrator, you can update the attachment size limits and file types that are allowed or blocked in the BMC Digital Workplace Admin console. End users can upload attachments in the following ways:
- By using the Comments section in the service requests.
By using the option to add attachments in the BMC Digital Workplace Catalog, HRCM, and SRM service request details.
Before you begin
On the first login to BMC Digital Workplace, you can leave the default attachment settings or update them.
If you leave the default attachment settings, BMC Digital Workplace will use the blacklist that includes the following attachment file types:
.ade, .adp, .app, .application, .asp, .bas, .bat, .cer, .cgi, .chm, .cmd, .com, .cpl, .crt, .csh, .csr, .dev, .dll, .drv, .exe, .fxp, .gadget, .go, .hlp, .hta, .htaccess, .htm, .html, .htpasswd, .inf, .ins, .isp, .jar, .js, .jse, .jsp, .ksh, .nk, .mdb, .mde, .mdt, .mdw, .msc, .msh1, .msh1xml, .msh2, .msh2xml, .mshxml, .msi, .msp, .mst, .ocx, .ops, .pcd, .pcx, .php, .php2, .php3, .php4, .php5, .phps, .pht, .phtm, .phtml, .pif, .pl, .prg, .ps1, .ps, .1xml, .ps2, .ps2xml, .psc1, .psc2, .py, .pyc, .rar, .rb, .reg, .scf, .scr, .sct, .sh, .shb, .shs, .shtml, .svg, .swf, .sys, .tcl, .torrent, .url, .vb, .vbe, .vbs, .vbscript, .vbx, .vxd, .xhtm, .xhtml, .xml, .wmf, .ws, .wsc, .wsf, .wsh, .wss, .zip
while BMC Digital Workplace Catalog will use the whitelist that includes the following attachment file types:
.png, .jpg, .jpeg, .gif, .tif, .tiff, .bmp, .txt, .pdf, .ai, .psd, .doc, .docx, .xls, .xlsx, .ppt, .pptx, .vsd, .vsdx, .wmv, .avi, .mp4, .csv, .msg, .zip, .rarYou must synchronize these settings:
- In the BMC Digital Workplace Admin console, navigate to the Configuration tab.
- In the left pane, click Attachment Rules.
- Click Save.
Now, end users can upload all the attachment types except for the types included in the default blacklist.
Important
If BMC Digital Workplace Catalog is unavailable, custom attachment settings are saved only for BMC Digital Workplace.
To update the attachment settings for service requests
Important
- In the BMC Digital Workplace Admin console, navigate to the Configuration tab.
- In the left pane, click Attachment Rules.
- Update the attachment settings:
a) File type rules—select one of the following rules:
- No restrictions—select this rule if you want end users to be able to upload all attachment file types.
Blacklist—select this rule to specify the list of unsupported file types. This is not a required field. If you leave this field empty, the No restrictions file type rule is applied.
Whitelist—select this rule to specify the list of supported file types. This is a required field that cannot be empty.
End users can see the list of supported attachment file types.Important
For BMC Digital Workplace Catalog services, the following attachment types are unsupported: .bat, .dll, .dmg, .exe, .jar, .js, .ksh, .pl, .sh, .vbs. Even if you add one of this file extensions to the Whitelist, you cannot add it to the attachment. These attachment types are blocked on BMC Helix Platform on which BMC Digital Workplace Catalog runs. The end user sees the following error: The file is invalid because it is unsupported and/or may be damaged.
- b) File upload size—specify the maximum attachment size that end users can upload. BMC Digital Workplace allows the maximum file size of 2097151 KB.
Important
1 MB = 1024 KB.
4. Click Save.
When requesting a service with an attachment in BMC Digital Workplace, the end users can see the following example message: Maximum file size: 5.00 MB. Maximum file count: 3.
Important
The attachment settings are saved only for one rule you select.
5. (Optional) If you want to restore the default attachment settings, click Reset to default > Save.
The attachment settings are reset to the Blacklist with default file extensions and size.
How the attachment settings work for multitenancy
Each of the BMC Digital Workplace tenants can have different attachment settings. BMC Digital Workplace tenants have the attachment settings configured for the master tenant and cannot be changed.
Comments
Hello BCM Team, what about the type .sql? Its not listed above but nevertheless we're getting the following Errormessage "The file is invalid because it is unsupported and/or may be damaged."
Thanks and regards
Hello Joel Bongard, thanks for your attentiveness. I tested the 20.08 environment, and my .sql file was successfully attached. Please try once again. In case you still see this error, can you please contact BMC Support?
Thanks,
Olha
Same for us in DWP Advanced 20.02. SQL files are not in the blacklist but are not processed by the system. What's more; we've converted the SQL file to a text file and the system won't process it either. But finally, we've discovered that adding a blank line at the beggining of the file or a random word (that is, changing the first words of the file) we've been able to attach it, so our conclusion is that DWP reads the content of the txt or SQL file and when finding some key words, prevents it from being attached. @bmc could you confirm this point, please?
Thanks,
Vanessa
Hi Vanessa Jimenez torres ,
The .sql file was probably not allowed for Catalog Requests. It must be because the TenantConfiguration did not have sql in the list of allowed AttachmentType.
See the following screenshot:
Add the sql file type to the whitelist as given in the topic.
See this Knowledge Article to enable and manage attachments in BMC Digital Workplace Catalog 20.02.0x: https://community.bmc.com/s/article/DWP-Catalog-Managing-attachments
Regarding your other query about not being able to upload a sql file even after converting the file to a txt file, the BMC Helix Digital Workplace Customer Support team can help you with the issue. To contact Customer Support, click here.
Thanks,
Meenal
Hello BMC Team,
How to Config the Attachment Settings in DWPA Version dwpVersion":"20.02.03" ?
Regards Daniel E.
Hi Daniel,
Did you get a chance to look at the BMC Digital Workplace 20.02 documentation:
https://docs.bmc.com/docs/digitalworkplaceadvanced/2002/updating-the-attachment-settings-for-service-requests-914187189.html
Hope this helps.
Thanks,
Meenal
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