Adding and managing attachments

SECURITY  Access to the entity

SECURITY  For attachments to CRM entities, security level with CRM access and appropriate object permissions for Attachments

NAVIGATION  Multiple, see below.

Attachments are external files that are linked to one of the following Autotask entities:

• Co-managing User
• CRM Note and To-Do
• Device
• Device Note
• Document
• Expense Report
• Knowledge Base Article
• Note
• Opportunity
• Organization
• Project, Task, Issue
• Project Note
• Resource
• Sales Order
• Ticket, Recurring Ticket

EXAMPLE  You can attach a resume to a resource, work instructions to a ticket, a project plan to a project, and scanned receipts to an expense report.

NOTE  When you add an attachment from most pages, you can also email the attachment to a contact, another Autotask resource, or any email address. You cannot email Resource Management attachments.

There is no limit to the number of attachments you can make to Autotask entities, like organizations or tickets. There are, however, limits to the individual file size and, in the case of attachments to email notifications, limits to the combined total file size of attachments:

* If an incoming email has a single attachment larger than 5 MB limit or multiple attachments with a combined total size greater than 10 MB, the ticket will be created, but the attachments will not be added. The attachments can be retrieved from the original email and manually added to the ticket.

**If a single attachment, or the total size of all attachments, is greater than 10 MB, the files will be attached to the notification in Autotask and the email will be sent, but the attachments will not be included in the email.

Autotask blocks selected file types that have the potential to introduce harmful viruses.

Autotask will not accept the following file formats: ade, adp, app, asp, aspx, bas, bat, bin, cer, chm, class, cmd, cnt, com, cpl, crt, csh, cshtml, der, exe, fon, fxp, gadget, hlp, hpj, hta, inf, ini, ins, isp, its, iw, js, jse, ksh, lnk, mad, maf, mag, mam, maq, mar, mas, mat, mau, mav, maw, mda, mde, mdt, mdw, mdz, msc, msh, msh1, msh1xml, msh2, msh2xml, mshxml, msi, msp, mst, ops, osd, pcd, php, pif, plg, prf, prg, ps1, ps1xml, ps2, ps2xml, psc1, psc2, pst, reg, scf, scr, sct, sh, shb, shs, sys, tgz, tmp, url, vb, vbe, vbp, vbs, vsmacros, vsw, ws, wsc, wsf, wsh, xnk.In addition, video files are not supported.

1. Navigate to the entity you want to attach a file to.

The New Attachment window opens.

NOTE  The appearance of the New Attachment page may vary slightly from the image shown, depending on the entity type and where you access the page.

2. Populate the following fields:

3. Click Save & Close or Save and New to upload the attachment.

An indicator bar tracks the progress of the upload.

NOTE  When uploading files to the server, Autotask checks the file size and type. If the file type is not acceptable or the file size is over 10 MB, an error message appears.

If you need to cancel the upload, click Cancel.

In Chrome and Safari, instead of browsing to a file you would like to attach to an entity, you can drag and drop the file. Make sure your mouse is right on top of the Choose File button before you let go.

For most attachments, a Notification section appears in the File Attachment window, below the add attachment fields.

NOTE  For attachments added to most entities, if you are uploading more than one attachment (Save & New), each attachment is sent in a separate email. You must complete the Notification form before you click Save & New for the first attachment and again for each additional attachment.

1. Before you save and close the New Attachment page, click + to expand the Notification section.
2. Complete the Notification fields.

NOTE  The Notification Template field menu includes an Attachment Added template. In addition, the notification template forms for custom templates include Attachment Added events for each entity that includes the attachment email feature. The template forms also include a set of Attachment variables. For more on notification templates, refer to Adding or editing notification templates.

3. Click Save & Close or Save & New. Your attachment is added to Autotask and emailed to the specified recipients.

Ticket notes, task notes, and project notes allow multiple attachments. The total for all attachments on one email cannot exceed 10 MB.

NOTE  When you add multiple attachments to the same email, to include the name or file path for each attachment in the email text, the notification template must use the Attachment(s) Summary: variable.

To add and email attachments for Ticket Notes, Task Notes, or Project Notes, do the following:

1. Open the Add New Attachments section on the New Note or Edit Note page to open the File Attachment window.
2. Upload one or more attachments.
3. Open the Notification panel. In the Attachments field, select Include Attachments in Email.
4. Complete additional notification fields as needed and Save & Close the note. For more information, refer to Notification panel.

When you add an attachment to a ticket note, task note, or project note, you can choose to include the attachment on the notification tab. The setting will be respected for internal and external users.

When you add an attachment to other entities, the Publish To setting will be respected. If the Publish To option is set to Internal Users, the notification email is sent to all recipients, but external users will not receive the attachments.