This documentation supports the 21.05 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.

Configuring file attachments

In Smart IT, users can attach files to all types of tickets, and knowledge articles. To enable them to attach files, as an administrator, you must configure file attachment settings in BMC Helix ITSM. The settings are applied to Smart IT on universal client (UC) and mobile.

Important

(For Android OS 9 and later versions) If you are facing issues while uploading attachments, then enable the special app access Allow access to manage all files permission from device settings.

Related topics

Restricting users from uploading and viewing files with specific extensions

Work information entries

Clearing the Smart IT cache

To configure file types

On the AR System Administration Console, you can configure the attachment criteria and the supported file extensions by updating Server Information settings on the Server Information form. To configure attachment file types in Smart IT, perform the following steps:

  1. Open the AR System Administration Console, and select System > General > Server Information.
    The AR System Administration: Server Information form is displayed.
  2. On the Attachment Security tab (ITSM 8.1 SP1 onward) of the form, go to the Attachment Criteria list, and select an option to allow or disallow attachments with specific file extensions.
  3. In the Comma separated list of limit extensions field, enter names of file extensions that are supported such as exe, com.
  4. Click Apply.
  5. Clear the Smart IT cache.

To configure file size

You can configure the file size of attachments for each ticket type and knowledge articles. Users can add attachments to the activity note, and to the description of the ticket profile.

To set the file size of attachments added to the activity note and description of tickets and articles, you must update the server information settings on the Server Information form. To do so, perform the following steps:

  1. Open the AR System Administration Console, and select System > General > Server Information.
    The AR System Administration: Server Information form appears.
  2. On the Configuration tab of the form, in the Max Attach Size field, specify the maximum file size.
    Note that the default value 0 indicates that there is no file size limit. If the file size is 0, then the file size limit of the database is applied.
  3. Click Apply.
  4. Clear the Smart IT cache.

Note

The file size limit for the attachments in Smart IT is up to 2 GB.

To configure file size for email attachments

By default, you can attach files up to 10 MB to an email sent from Smart IT. The file type is configured on the Server Information form. The file size for email attachment is specified on the NTE:Notifier form. In BMC Helix ITSM, on the Email Attachment field of the NTE:Notifier form, you can configure the file size limit.

To enable cloud service on mobile devices

Smart IT on iOS and Android devices allow users to attach files stored on the local device and on cloud such as, Google Drive, Dropbox, OneDrive, and Box. On iOS devices, the Add Attachment option, and on Android devices, the From files and Dropbox options enables users to attach files that are on cloud storage.

Before you enable cloud services, ensure that you have logged in to Google Drive, Drop Box, Box, and One Drive.

To enable Google Drive, Drop Box, Box, and One Drive services on iOS devices:

  1. Open any ticket profile.
  2. To attach file, tap the attachment Attachment icon.pngicon.
  3. Tap Add Attachments.
  4. Tap Locations > More. You shall see a list of installed cloud service providers.
  5. Enable the switch buttons for the cloud service providers.

By default iCloud is available on iOS devices.

To enable iCloud services on iOS devices:

  1. Go to Settings on your iPhone, and tap the iCloud option.
  2. Tap iCloud Drive.

To enable cloud services on Android devices:

  1. Open any ticket profile.
  2. To attach file, tap the attachment Attachment icon.pngicon.
  3. Tap Add Attachments.
  4. Tap Dropbox. 
    The system requests for your permission to access cloud services.
  5. Tap Allow.

Once you enable cloud services, the system does not asks for your permission again. 

If you have Google Drive, you need not enable it. You can access files stored on Google Drive and OneDrive by using the From Files option.

To disable cloud services on mobile devices

To disable Google Drive, DropBox, and One Drive services on iOS devices:

  1. Go to Locations menu while adding attachments from cloud storage to any ticket.
  2. Tap More.
    On the Manage Locations page, a list of installed cloud apps such as Google Drive, DropBox, and One Drive is displayed.
  3. You can turn off switch buttons to disable cloud services.

To disable iCloud service on iOS devices:

  1. Go to Settings on your iPhone, and tap the iCloud option.
  2. Tap the iCloud Drive option.
    Note that Smart IT has permission to access iCloud Drive.
  3. Tap iCloud Drive.

To disable cloud services on Android devices:

  1. On the Settings screen of your device, tap Application.
  2. Go to Smart IT > Permissions > Storage.
  3. Disable cloud storage.

 

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