Attachment Settings

Attachment settings allow you to manage the files that users add as attachments in various modules.

 

Role Required: SDOrgAdmin

Configure the fields as explained below:
 

Fields

Description

Maximum attachment size (MB)

Enter the maximum attachment size allowed across service desk instances. By default, the maximum attachment size is set at 10MB. You can configure up to 1024MB.

Configure custom location to save attachments and inline media files

Specify a location in the server to save attachments. To save them in the default path, use the Reset button.

Directories inside the home directory <SERVICEDESK HOME> cannot be configured as attachment path.
Using ".." is not allowed in the attachment path.
Validation Approach Choose either Strict Mode or Lenient Mode.

File attachment filtering

Configure which file attachments to allow based on the file extension.

  • Include - Allow only the specified file extensions to be uploaded. Select the allowed file extensions from the combo box.
  • Exclude - Restrict the specified file extensions from being uploaded. Select the restricted file extensions from the combo box.
  • No restriction - Allow all file types to be uploaded.

You can configure new file extensions to be included or excluded.

  • In the Include/Exclude combo box, click Add New.
  • Choose a sample file with the file extension to be allowed.
  • Click Upload.

Enable Attachment Preview

Configure this option to allow preview of supported file attachments within the application.

  • Under the Enable Attachment Preview section, select the required file extensions to enable preview for supported documents.
  • Click Save.
     
Preview supported extensions: png, jpg, jpeg, ico, webp, gif, css, html, xml, htm, js, ts, xhtml, es, txt, tsv, mp4, ogv, webm, ogg, mp3, wav, csv, pdf, docx, xls, xlsx.
Only attachments with the selected extensions can be previewed. Files with other extensions must be downloaded to view.
Application must be restarted to apply the saved settings.

 

Characters allowed in the filename: 0-9, a-z, A-Z, non-English letters, and space. 
Special characters allowed in the filename: ( ) [ ] { } + _ - ; # ^ . $ @ ? , : ' ! 
The default maximum limit for the number of attachments per record is 50 subject to the following limitations:
       Change module: The maximum limit for the number of attachments per entity under each change stage is 20.
       Release module: The maximum limit for the number of attachments per entity under each release stage is 20 and for release tasks, the limit is 10.

When the configured storage path is inaccessible, an error message will be shown across the application and an email notification will be sent to SDOrgAdmin.