Add a new business object of type Attachment to the incident and pop that onto the window.
Do you mean add an Attribute to the indicent object which is an "Attachment" type? There is already a relationship between Incident and Attachments, but are you saying that I need to have one attachment at the "Incident" level to allow it to be added at the time of creation? Will that attachment then show in the list of attachments related to an incident, or will that always be a separate field on the Incident, with the ones from the relationship showing in a separate list?
No unfortunately I meant create a new attribute on the incident object itself. The one you have found is a collection of attachments. So you would have two places to look for an attachment, not ideal. In the past I've tried to find a way of adding an attachment as part of an incident using the Add Attachment action before someone saves it and I've not managed to find a way to do that. Other bigger brains will no doubt comment soon.
The traditional approach in LDSD is to save the incident and then ask/force someone to add any attachments as a separate step.
...and in the end Craig you will write a trigger so that you will see the attachment you added on the top of the incident (window) as well in your tree / history under "attachments" ;-)
by doing that he will end up with an unsupported system .....just so people know.
A few months ago I had done exactly what Dave has mentioned here about creating a new business object and I called it "Primary Attachment" and this has been working very well. In fact our Service Desk team and 2nd line support teams like this, because they have fast access to the main attachment on the form itself without having to expand the trees.
Any further attachments added to an incident are usual an after thought or an additional request, so our teams are happy for these to nest in the incident trees.
You could also include a decision at the start of your process to check:
if PrimaryAttachment !=null --> route to an automatic Add Attachment action that copies the values from PrimaryAttachment
Then you'd have all the attachments "moved" to the regular collection... if you wanted to, you could probably also include an update action in that branch to set PrimaryAttachment = null.
Just thinkin' out loud.
It's a great idea, but I think you get stuck at the copy bit. As far as I'm aware LDSD cannot copy attachment items. I'd love to be wrong!
Actually, if I remember from my previous testing clearly (more of a challenge than it sounds), I was NOT able to copy the attachment attribute in an automatic action because the attribute on the window does not allow you to specify any Value Type or Calculation. This in itself is a shame. (ER, anyone?)
However, I WAS ABLE to copy it at the time of creation of the generic Attachment object by copy rule on the object itself. My problem was that I was trying to loop through a collection and generate another collection from it, and using the copy rule seemed to just grab the same (latest) attachment each time (as I'm winding down some other issues, I plan on revisiting this sometime soon).
BUT using a copy rule at the creation time of a new Attachment object by process/automatic-action should work for him in this instance if he's only copying once from his "PrimaryAttachment" attribute.
Just don't make the Attachment attrib required on the window (or otherwise), because I believe it will try to save the object first before copying and therefore fail on the requirement when saving (I'm just going on my remembrance of empirical trial/error here, not actual documentation).
@dms... just fyi
Verified this does work (using a copy rule with attachments, that is). We just got it working for another user here
@Admins.. not the ideal solution though, it would be nice to be able to specify Value Type/Calculations on Attachment attributes as well. Why is this locked out? (a question I've been wanting to ask for a long while)
Copying at the time of creation is good news. I tried with 7..3.2 without any joy and there don't seem to have been any fixes or enhancemrnts in this area since then. Hey nice to be wrong :-)
The following is a general ER I raised a while back on attachments...
I'd also note you cannot add an attachment in event manager or with opentouch, so feel free to vote for this one too...