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Disabling adding attachments to requests

To decrease traffic load, you can customize service request definitions (SRDs) to disable users adding attachments to service requests.

To disable adding attachment

  1. In BMC Service Request Management, open the IT Home Page.
  2. From the left pane, select Service Request Management > Service Catalog Manager Console.
  3. Click Console Focus in the left navigation pane, and click Request Definition.
    The Request Definition View appears in the Service Catalog Manager Console.
  4. Perform an SRD search.
    For types of searches you can use, see Searching for SRDs in the BMC Service Request Management 9.1 online documentation.
    From the list of matching SRD records in the search results table, select a record to modify, and then click View.
  5. If the SRD is online, click Take Offline.
  6. In the left navigation pane, click the Functions link and click Show/Hide Fields.
  7. In the Show/Hide Options window, clear the Attachment check box and click OK.
  8. In the Service Request Definition window, click Save and then click Turn Online.

The Attachment button is no longer available in the Service Request window of BMC MyIT.


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Comments

  1. Worawut Ekarat

    Disabling attachment will apply to both MyIT and traditional ITSM, correct? If so, is there a way to disable just one place i.e. to reduce traffice from mobile (MyIT) only?

    Mar 09, 2016 05:22
    1. Michele Marques

      That's correct. Attachments are either available or disabled for both MyIT and the classic Request Entry Console in Service Request Management.

      The traffic for users adding attachments is only when a user actually adds an attachment and submits the request.

      As attachments are disabled or enabled on specific SRDs, you could disable attachments on SRDs that you believe are most likely to be submitted from mobile devices.

      Mar 10, 2016 09:42