How To: Create, send and understand Multiple Attachments

Version 7

    Verified Product Versions

    LANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.x

    Requires Access To:

    Console and Web Access

     

    How to:

    Create, send and understand Multiple Attachments - The below steps will guide you to create and set up multiple attachments which allow the users since the Service Desk 7.8 release to attach more than one document to an attachment attribute. This guide will also show how to send these attachments by mail and finally describe their structure in the database.

     

    Step by Step:

    In this guide we are going to set up a Multiple Attachment on an incident to send it by mail with a reminder to a specific user.

     

    Create Multiple Attachments

    • Go to the Console > Object Designer > Incident Management module > Attachment
    • Create a new attribute and call it "Multiple Attachment" / Data Type = Attachment / Attachment Type = Multiple Attachments
    • Repeat the last step for the object Reminder in the Incident Management module and call is "Reminder Attachment"

     

    Send Multiple Attachments in a process

    • Then in Window Designer, open the attachment window and add the Multiple Attachment attribute before saving

     

    • Repeat the last step on the Reminder window
    • In the Process Designer, open the relevant process where you want to send your attachments (Below is a process simplified for this exercise)
    • Add the following actions in series: Add Attachment + Reminder
    • Double click on the reminder and on the window, right click on the Reminder Multiple Attachment and select Value Type
    • Select Incident/Attachments/_MultipleAttachment (This will give the reminder which attachment to send)

    • Click OK and save you process. In this example, "EndUser1" will receive a mail with the last multiple attachments added to "Incident\Attachments".
    • You will be able then to select many documents instead of only one with a standard Attachment with a type set on "Icon", "Image", or "None".

     

    What else to know:

    You can apply this method to any other object than "Attachment". For example, if you need to attach documents with a reminder after an action "With Customer", you just need to create a Multiple Attachments attribute in the object "With Customer", add and map it in the reminder window with a Value type as we just did before ( For example : {Incident/_WithCustomerCol/_MultipleAttachment} ).

     

    And in the database, what's happening?

    From the database point of view, when you create an Attachment attribute, the data will be written with tags with different information "IsNew", "Guid", "Original Guid", "FileName", "Size", "Type", "MimeType". For example, see below the attachment "image001.png".

    <DataObjectAttachment><IsNew>false</IsNew><Guid>f01d4c06-2616-4b35-b2f9-8baac08de2b2</Guid><OriginalGuid>00000000-0000-0000-0000-000000000000</OriginalGuid><FileName>image001.png</FileName><Size>7445</Size><Type>None</Type><MimeType>image/png</MimeType></DataObjectAttachment>

     

    • The guid tag identifies the attachment's binary data itself stored in the table tps_attachment_data, which contains all the attachments data. So when you create an attachment, you fill in the attachment attribute AND you create a record in the table tps_attachment_data.
    • When you have many documents attached to a "MultipleAttachments" attribute, there will be as many tags <DataObjectAttachment></DataObjectAttachment> as documents attached.

     

    Main TagsSummary

    Guid

    Identifies the attachment in the table tps_attachment_data
    FileNameName of the document
    SizeSize of the document
    TypeType of the Attachment attribute: None, Image, MultipleAttachments, None
    DataObjectAttachmentThis tag limits each document properties

     

     

    Environment:

    Released in Service Desk 7.8