This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Work information

Work Info logs are components that track work history. They replace the work diary fields used in versions of the BMC Remedy ITSM applications earlier than version 7.0.

You can add as many separate Work Info entries to each service request. Each Work Info entry is stored as a separate record in a BMC Remedy AR System form. This approach enables easy reporting and searching of the Work Info entries associated with any particular record.

You can attach files to Work Info entry. The attachments are tied to the Work Info entry, which associates the attachments to the service record. This provides context to the attachments and makes it easy to find them. 

Attachment attributes

  • Maximum size per attachment: No limit. The default behavior of BMC Remedy ITSM does not limit the size of the attachments, however, you can configure a maximum attachment size through the Max Attach field, using the AR System Administration Console (AR Admin Console > General > Server Information > Configuration).
  • Maximum total number of attachments per Work Info entry: 3 files per Work Info entry. If you need to attach more than 3 files, create additional Work Info entries in the service record record.
  • Maximum total number of attachments per service request record: No limit.
  • Attachment naming conventions: The only attachment file naming restrictions are those imposed by the operating system.
  • Attachment file type restrictions: None.

The work log system also enables record locking, making records public or hidden, and categorizing the records.

Each application uses a separate work log form, but these separate forms use the same structure and workflow. This disperses the processing of Work Info records to forms that are specific to each application.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.


  1. Tjiejau Man

    Are there any limitations to the maximum size of each attachment?

    Jan 13, 2014 08:55
    1. Bruce Cane

      Hi Tjiejau, I'll find out for you.

      Jan 13, 2014 10:01
      1. Tjiejau Man

        Thanks in advance! I was actually trying to find out some information about the attachments to work info by looking into the PDFs but couldn't find anything so far with regard to:

        • max size per attachment
        • max size total per ticket (incident, problem or change)
        • naming convention (restrictions of characters) in the name of the attachment
        • restrictions to file type of attachment
        Jan 13, 2014 10:15
        1. Bruce Cane

          Sure .. I updated my query with the subject matter expert to include your additional questions. I think the answer to the second question is 3, and I'm not aware of any restrictions to the file type. But, ... let me confirm those points along with the answers to the other questions.

          Jan 13, 2014 11:16
        1. Bruce Cane

          Hi, see the new Attachment attributes information in the topic. I hope this answers your questions. Thanks for asking the questions!

          Jan 13, 2014 02:36
  2. Tjiejau Man

    Thanks a lot!! This really helps!! Can I assume that since there is no predefined limit set to the size of one attachment, there is also no limit to the size of total attachments to one ticket?

    Is there a best practice of the size limit configuration?

    Jan 14, 2014 01:15
    1. Bruce Cane

      Your welcome Tjiejau. According to the information that I received, there is no total size limit to the number of attachments that is imposed by the software. Currently, we don't have a best practice for the configured size limit. I think this would be a little difficult to determine, because one of the variables in determining a B.P. is the infrastructure capacity of your system, ... and each customer's infrastructure capacity will be different. Hope this helps.

      Jan 14, 2014 07:36
  3. Tjiejau Man

    It does! Thanks a lot! Based on your experience, do customers prefer to store all attachments in ITSM, or rather store it elsewhere and just include a reference (URL to the storage location for example) in ITSM?

    I could imagine that over time, provided that the infrastructure capacity does not change while the number of attachments grows, the amount of attachments could affect ITSM's performance. What are your thoughts on this?

    Jan 14, 2014 07:43
    1. Bruce Cane

      HI Tjiejau, I spoke with one of our product managers who has a lot of experience with customer implementations. This is his response: 

      "As far as I know, most customers store it locally in Remedy ITSM system.

      Otherwise there’s a small risk that things may get out of sync.

      Aside from storage needs, the performance should not be affected."

      Let me know if you need more information.

      Jan 14, 2014 10:40
  4. Bruce Cane

    I don't have any direct experience with the use case that you're describing, so let me ask around with a few of my colleagues to see if they can offer some insight.

    Jan 14, 2014 07:52
  5. Tjiejau Man

    Thanks a lot!

    Jan 21, 2014 12:13
  6. Greg Christofferson


    Bruce, can you point me to any documentation that talks about the rules of deleting attachments? Right now it looks like users can delete customer attachments (incoming) however anything sent to customers cannot be deleted. Is that right?

    Feb 23, 2015 01:37
    1. Bruce Cane

      Hi Greg,

      Let me see what I can find out for you.




      Feb 24, 2015 08:11
      1. Greg Christofferson

        Hi Bruce, one more questions (hope this is ok). I am going to be doing a Problem Management training for new users and I was wondering if BMC has any training content that they provide to customers who need to train their staff on how to use the application....Thanks greg

        Feb 24, 2015 08:17
        1. Bruce Cane

          Hi Greg,

          Here is the reply that I received concerning your question:

          "(we do) not have the capability to delete attachments from worklog. This can only be done from AR side today."

          Feb 24, 2015 12:49