Agent Interface

This package has no agent interface, but the dynamic field of type attachment can be added to many screens.

To upload files to dynamic field of type attachment:

1. Make sure that the dynamic field of type attachment is added to the desired screen.

2. Click on the uploading area or just dropping the files there. The file gets uploaded immediately to the server and a new upload field will be displayed as long as the configured maximum amount of attachments has not been reached.

3. Click on the Send button. If a file has exceeded the maximum attachment size, a message will appear warning the agent that the file exceeds the maximum attachment size. In this case the file will not be uploaded and the ticket will be created without problem.

The dynamic field of type attachment is displayed in the ticket detail view or in the header of the article, if it is added to the screens and at least one file has been uploaded.

To download a file from a ticket dynamic field of type attachment:

1. Find the dynamic field in the Properties widget of the ticket detail view.

2. Click on the download icon next to the filename to download the file.

The widget can be expanded to look similar to the Attachments widget.

If an image file is uploaded, it is possible to see a preview of the image.

To download a file from an article dynamic field of type attachment:

1. Select an article, that has a dynamic field of type attachment with at least one uploaded file.

2. Expand the article.

3. Find the attachments in the article header.

4. Click on a filename to download the file.

If a ticket dynamic field of type attachment has been configured to be displayed in a ticket action form, it is possible to delete the uploaded files and add new files.

To delete a file from a ticket dynamic field of type attachment:

1. Make sure that the dynamic field of type attachment is added to the Change Free Fields action.

2. Click on the X icon in the last column of an attachment. The attachment will be deleted without confirmation!

Dynamic field of type attachment supports searching for the file names. To search for a file name of a dynamic field of type attachment, add the dynamic field to the search engine.