Configuring escalations with Attachment Filename criteria

This topic troubleshoots Attachment Filename criterion that was not migrated in escalations from FootPrints version 11.0 to FootPrints version 12.0.

Description

The following table describes escalations with Attachment filename criterion in FootPrints version 11.0 and 12.0.

Resolution

You cannot create a condition based on the names of the attached files directly. To resolve this issue, you must add a new Journaling field to track information about added attachments and use this field in your rule criteria.

The following steps guide you in configuring the Attachment Filename criteria:

1. To create a multi-line Journaling field, navigate to Administration > Workspaces > (Workspace) > Record Definitions > (Ticket) > Fields.
   

   In FootPrints version 12.0, the text fields that allow users to append cumulative updates, such as the built-in Description field are called Journaling fields. A Journaling field is a configurable for any text field type.

   The following image displays a Journaling field in Attachment Files:
   

2. (Optional) You can add Help Text that gives instructions to users about how to enter the information. Each time users add an attachment to a ticket, they must add an entry in the Attachment Files.
3. To add the field to the desired form, navigate to Administration > Workspaces > (Workspace) > Record Definitions > (Ticket) > Forms.

4. Place the field either at the bottom of the section preceding Attachments, or at the top of the section following Attachments.
   You can also add a new section preceding or following Attachments and place the field there.

   The Attachments section in FootPrints version 12.0 is preconfigured and does not allow adding fields and form controls on it. However, when the user views a ticket, all sections are displayed one after the other as one long page, so placing fields on the previous or the next section means they are shown immediately before or after the Attachments section content.

   The following image displays what it might look like, if you use a separate section for the attachments information:
   

5. Create a rule with the following settings:
   • Trigger: After Save (On Create, On Update)
   • Criteria: Attachment Files contains search text – file name or partial file name
   • Action: desired action
6. Activate and test your rules to verify results, before using them in production.