1 Reply Latest reply on Apr 30, 2010 2:52 PM by jplung

    Sending Attachments through Service Desk

    Apprentice

      Hi

       

      Is it possible to send attachments to raise users, assignees from within an Incident?

       

      For example, if a word document is attached to an Incident, we want to either send an update through notify raise user with something attached to the Incident for support or as a reference. It would also be good if we could do it from Resolutions too.

       

      Many Thanks

        • 1. Re: Sending Attachments through Service Desk
          Expert

          It is possible to successfully setup sending of attachments from a process, but it requires triggers to get it to work. Basically, there is a field in tps_user_message which is called tps_attachment which is an xml data type. There is a further table called tps_attachment_data which contains the guid and a hexadecimal field which records the attachment data. If you have an attachment stored in tps_attachment_data then you can generate the XML required using a trigger and populate the tps_attachment field in tps_user_message.

           

          Obviously it does require scripting which is not supported...

           

          This should help to get on track.

           

          Kind regards,

           

          J-P