SupportNet Help

Steps to add attachments to Service Requests:

1. Click on the “Service Request” tab to access the Service Request history page.
2. Select an SR from your SR history list, or find and select and SR using the Find SR mechanism. You can only add attachments to open SRs that you own.
3. Scroll to the Attachments section of the SR detail, and click the “Add Attachment” button. This should reveal the file upload application.
4. There are two options to upload files:  FTP or uploading from the application
   1. FTP:
      1. Click “I’d rather use FTP to upload my files”
      2. Add a file description to the “Add Comments” section
      3. Click the “Submit” button
      4. The next page lists the FTP instructions

2. Upload from the application:
   1. Click the “Browse” button to browse your desktop or enter the path of the file you wish to attach
   2. Select a file from your desktop and click “open” to add the file to the attachment section
   3. The file name should appear in the text box, and the Upload button should be active
   4. Click the “Upload” button to upload your file
   5. Once your file has been transferred you should see a message underneath the upload button. You should also see the file name under the “File Attachments” text in the file upload section
   6. To add another file, follow steps 1-5. To remove any file from the file attachment list, click the “remove” link to the right of each file name.
   7. Add a file description or comments to the “Add Comments” text field below.
   8. Click “Submit” to submit the attachment

5. The next page will display a “Thank You” message. An activity is added to the Updates section of the Service Request detail page, indicating you have submitted a web attachment. The attachment itself will appear after the file has been scanned. It may take a few minutes to indicate the file was successfully scanned.