Configuring file types and icons

You can configure which file types are allowed when HR agents or employees attach files to case journals, solution journals, and tasks journals, or the document library. The following table describes which files types are allowed and blocked by default:

Allowed file typesBlocked file types
  • jpeg
  • jpg
  • png
  • gif
  • bmp


When files are attached to a journal of a case, task, or solution, icons are displayed next to the attached files. The icons that are displayed depend on the type of file that is attached. You can modify icons for different types of files.

To add a file type

  1. In the System Settings console, navigate to Advanced Settings > File Types.
  2. Click New.
  3. In the File Extension field, select an extension.
  4. From the Blocked list, select No so that the extension is not blocked.
  5. Click Save & Close.

To configure file icons

  1. In the System Settings console, navigate to Advanced Settings > Journal Icons.
  2. Click New.
  3. In the File Extension field, select an extension.
  4. From the Resource Definition list, select an icon definition.

  5. Click Save & Close.
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