Updating the attachment settings for service requests

Attachments settings

The following settings are available for attachments:

• Maximum number of attachments for comments
• Maximum number of attachments for answers to service request questions
• Allowed and restricted file types

Maximum number of attachments for comments

You cannot configure this setting. By default, the following number of attachments is supported: 

• For comments to BMC Helix Digital Workplace Catalog native services —two inline images and one attachment because rich text formatting is always supported for comments. 
  
  
• For comments to services imported from BMC Service Request Management—one attachment because rich text formatting is not supported for comments. 
  
  

Maximum number of attachments for answers to service request questions

(Version 22.1.04 and later) You can configure the global setting for maximum number of attachments, which applies to all answers to all service questionnaires in your system or to a specific question, overriding the global setting. You can change the settings only for the BMC Helix Digital Workplace Catalog native services, which includes BMC Helix Business Workflows  services. 

By default, end users can add a maximum of three attachments to the answers to all service questionnaires. 

Maximum file size

You can set the maximum permitted file size for all attachments that end users add with comments and service request questions. 

• Default value—5 MB

Allowed and restricted file types

The following file types are restricted by default:

The following file types are allowed by default:

Before you begin

Make sure you complete the following actions before you change the attachment settings: 

(Optional) To use the default attachment settings

If you are new to the attachment settings, you can start with the default attachment rules. 

1. In the BMC Helix Digital Workplace Administration console, navigate to the Configuration tab.
2. In the left pane, click Attachments and Links.
3. Click Save.

To update the attachment settings

The modified attachments settings apply globally for all services. The settings for maximum number of attachments can be modified for  BMC Helix Digital Workplace Catalog native services and BMC Helix Business Workflows only. 

1. In the BMC Helix Digital Workplace Administration console, navigate to the Configuration tab.

2. In the left pane, click Attachments and Links.
   
   

   
   

3. On the Attachments tab, modify the settings as specified in the following table:
   
   

   Setting	Description
   File type rules	No restrictions—Select if you want end users to be able to upload all attachment file types. Blocked list—Select to specify the list of unsupported file types.  Allowed list—Select to specify the list of supported file types.  If you select this option, the corresponding text field that lists the allowed attachment types cannot be empty.
   File upload size (per attachment)	Default value—5 MB Valid value—up to 2097 MB 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.
   (Version 22.1.04 and later) Default limit for attachment-type questions	Default value—3 Valid values—1 to 20 Warning If you decrease the number to less than three attachments, the additional attachments might get deleted when end users reopen or request the existing service requests again.

4. Click Save.

Result

The following image shows how end users can add the configured number of attachments to a service:

Troubleshooting

The following table describes the common errors and steps to overcome them: