Updating the attachment settings for service requests

Before you begin

On the first login to BMC Helix Digital Workplace, you can leave the default attachment settings or update them.

If you leave the default attachment settings, BMC Helix 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 Helix 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:

1. In the BMC Helix Digital Workplace Admin console, navigate to the Configuration tab.
2. In the left pane, click Attachment Rules.
3. Click Save.
   Now, end users can upload all the attachment types except for the types included in the default blacklist.

To update the attachment settings for service requests

1. In the BMC Helix Digital Workplace Admin console, navigate to the Configuration tab.
2. In the left pane, click Attachment Rules.
   
3. 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 Helix 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 Helix 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 Helix Digital Workplace allows the maximum file size of 2097151 KB (1 MB = 1024 KB)
  The maximum attachment size limit set in BMC Helix Platform overrides this setting. To learn how to set the limit inBMC Helix Platform, see the Max Attach Size parameter in Setting administrative options. 

• Warning

  BMC recommends administrators use optimal attachment sizes for best system performance and to reduce overhead on the database storage. Configuring attachment size over 25 MB could lead to significant performance degradation.

  If you are a SaaS customer, refer to the attachment policy in Integrations in the BMC Helix Subscriber documentation.

4. Click Save. 

When requesting a service with an attachment in BMC Helix Digital Workplace, the end users can see the following example message: Maximum file size: 5.00 MB. Maximum file count: 3.

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 Helix Digital Workplace tenants can have different attachment settings. BMC Helix Digital Workplace tenants have the attachment settings configured for the master tenant and cannot be changed.