Adding files to an item

In NetSupport ServiceDesk, it is possible to add a file to an Incident, Problem or Change Request. Once a file has been added, the item displays an additional tab labelled Associated Files. From this tab, any user that can read the item can download and view any of the associated files. Files associated to an item can also be attached when sending an email from the item.

Often it is necessary to add one file to more than one item, for example, you may need to associate a patch for a particular application to two items from different users that both have the application installed. NetSupport ServiceDesk allows ServiceDesk Operators to add a shared file that, once uploaded to the NetSupport ServiceDesk Server, can then be associated to multiple items.

As with all features in NetSupport ServiceDesk, only users with the correct permissions can upload files to NetSupport ServiceDesk.

Files that can be associated to more than one item are called shared files, shared files can only be added by ServiceDesk Operators. Files that are and can only be associated to one item are called item files:

Adding a file to a single item only

Adding a shared file (ServiceDesk Operators only)

Associating a shared file to an item (ServiceDesk Operators only)

Adding a link to a cloud file (ServiceDesk Operators only)

Deleting associated files

Note: NetSupport ServiceDesk does not currently support localised language characters in file names, e.g. German Umlauts. This does not prevent you from associating the file to an item but you may find that the character(s) can't be interpreted and the file name is amended accordingly.