Working With Attachments and URLs

You can attach files or images to records, enabling users to access additional data not limited by the defined fields. Many Neurons for ITSM workspaces allow attachments and URLs to be added to a record, including incidents, knowledge articles, tasks, problems, change requests, releases, and service requests.

Administrators can limit the size and type of attachments allowed (refer to About the "Other" Form Controls). You can designate attachments to Knowledge Base articles as searchable (refer to Working with Searchable Attachments for Knowledge Base Articles).

You can add multiple attachments to a record if:

Attachments can be added from the Details tab using the Flex Attachment Control, or from the Attachments tab.

Flex Attachment Control and Attachments Tab

When attaching a file, the application uploads the attachments to the attachment path folder.

Follow these steps to add an attachment in the Attachments tab:

Follow these steps to add an attachment in the Details tab:

Follow these steps to add an attachment in the Details tab by pasting from the clipboard:

You can add an image using HTML control (such as Description box) for a record. For example, follow the below steps to add an image using Description field:

To download an attachment to you local machine:

You can add multiple URLs to a record.

To add a URL in the Attachments tab:

To add a URL in the Details tab:

If you try to open a URL that begins with HTTP rather than with HTTPS, Neurons for ITSM blocks the content so that you are not fooled into thinking that you are viewing secure and valid content.

You can override this and view a URL beginning with HTTP by following these steps:

Unsafe URL

Requested Content

You can add additional attachments to incidents, Knowledge Base articles, tasks, problems, change requests, releases, and service requests, after they have been created. You cannot modify individual attachments, but you can delete it, change it outside of Neurons for ITSM, and then re-attach it.