Configuring file attachments

In BMC Helix ITSM, users can attach files to all types of tickets and knowledge articles. To attach files, as an administrator, you must configure the file attachment settings.

These settings are applied to BMC Helix ITSM 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 BMC Helix ITSM, perform the following steps:

  1. Open the AR System Administration Console, and select System > General > Server Information.
  2. On the AR System Administration: Server Information form, under the Attachment Security tab, 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 the names of file extensions that are supported, such as, exe, com.
  4. Click Apply.
  5. Clear the BMC Helix ITSM 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 that are added to the activity note and description of tickets and articles, you must update the server information settings on the Server Information form.

  1. Open the AR System Administration Console and select System > General > Server Information.
  2. On the AR System Administration: Server Information form, from the Configuration tab, in the Max Attach Size field, specify the maximum file size.
    Important: The default value of 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 BMC Helix ITSM cache.

Note

The file size limit for the attachments in BMC Helix ITSM is up to 2 GB.


To configure file size for email attachments

By default, when you send an email from BMC Helix ITSM, you can attach files up to 10 MB. 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

BMC Helix ITSM 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, make sure 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 a file, tap the attachment Attachment icon.pngicon.
  3. Tap Add Attachments.
  4. Tap Locations > More.
  5. From the list of installed cloud service providers, enable the switch buttons.

To enable iCloud services on iOS devices:

  1. On your iPhone, go to Settings, and tap the iCloud option.
    By default iCloud is available on iOS devices.
  2. Tap iCloud Drive.

To enable cloud services on Android devices:

  1. Open any ticket profile.
  2. To attach a 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 ask for your permission again. 

You do not need to enable Google Drive. 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 and tap More.
  2. On the Manage Locations page, from the list of installed cloud apps such as Google Drive, DropBox, and One Drive, turn off the required switch buttons to disable cloud services.

To disable iCloud service on iOS devices:

  1. On your iPhone, go to Settings, and tap the iCloud option.
  2. Tap the iCloud Drive option.
    Note that BMC Helix ITSM 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.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*