The Attachments tab

SECURITY  Security level with access to CRM, and object permission to view attachments

NAVIGATION   > CRM > Search > Organizations > click Search > click an organization name >  accessory tabs > Attachments

NAVIGATION   > Service Desk > Search > Tickets > click Search > open a ticket > accessory tabs > Attachments

NAVIGATION   > Projects > Search > Projects > open a project menu > Schedule > open a task > accessory tabs > Attachments

NAVIGATION   > CRM > Search > Devices > click on a device name > accessory tabs > Attachments

NAVIGATION   > Home > Search > Knowledge Base Articles > accessory tabs > Attachments

NAVIGATION   > Home > View > Documentation Manager > accessory tabs > Attachments

A separate Attachments accessory tab is available on the Organization, Device, Document, Ticket, and Knowledge Base Article pages. It shows all associated attachments on a separate table. The Publish To column can be selected for display from the column chooser. To open the page, use the path(s) in the Security and navigation section above.

For all other entities, attachments appear only on the Activity tab. Refer to The Activity tab.

IMPORTANT  The tab will only appear for users with permission to view attachments. If your security level setting in CRM for CRM > Attachments > View is set to None, attachments will still be listed on the Activity tab, but they will be censored so they won't open for users without permission.

For general table features, refer to Shared accessory tab features.

Multiple attachments can be deleted at once by selecting the attachments and choosing Delete Selected Attachments from the bulk menu.

Select an item from the button bar to complete one of the following actions:

Icon Description
Create a new attachment. Refer to Adding attachments.
Export the list of attachments as a CSV file. The attachment files are not exported, only the list.
Select the columns to display in the table.
Refresh the page.

Select the context menu on an attachment to complete one of the following actions:

Menu option Attachment Type Description

Open in Browser

Attachment

Images and HTML files are opened in the browser.

 

If the file requires a desktop app (for example, a PowerPoint file), the Opening... dialog opens.

Visit Link

URL

File Link

Folder Link

For URLs, shows a Leaving Autotask message. Click Continue to open the URL in a separate window.

 

For File Link and Folder Link attachments, a dialog window with the path to the file or folder will open. The path must be copied and pasted into a browser or your File Manager.

Download Attachment

Attachment

An Opening... dialog lets you choose to open the file with a browser plug-in or to select the application to open the file with, and the file location.

Edit Attachment

All

You can edit the Name, Publish To and File or URL of the attachment.

Delete Attachment

All

 Select the Delete Attachment option, then click Yes to confirm the deletion. Deletion cannot be undone.

To delete an attachment, permission is required. For entities where you can configure separate Delete permission for attachments, Delete permission is required. Otherwise, Delete permission for the parent entity is required. For attachments to tickets and tasks, system administrators can delete any attachment while all other resources can only delete the attachments they added.

  • If the attachment was uploaded to the Autotask instance, it is removed.

  • For all other attachment types, the link to the file or URL is deleted, but the file, folder, or URL will remain.

Attachment History

All

Opens the Attachment History page. This page tracks changes to any of the attachment fields, who performed the action, and a date and time stamp.