Attachments on the Request Form

[Charles Haynes]

Attachments on the Request Form

I know you can add file attachments in the initial customer request by selecting the Add and Review Order button and attaching a file on the Order Review form.  But is there a way to have a file attachment button on the request form that will attach a file to the serivce request the same way?

We are using RequestCenter 2007_1

thanks

CMH

[Charles Haynes]

The Attachments tab appears at the bottom of a service request review and confirmation screen if the customer selects the Add and Review Order button on the service request.  Once a file is attached and the order is submitted, the attached file can be reviewed by the service team during service delivery.

I would like to be able to include an Add

[James Fuller]

Would you like this file to show in the "Documents" tab of the request or just on the form of the request?

[Emir E]

we have pretty much the same solution as Hoan Trinh ... same ServiceLink deficiency caused this solution to be developed ...

[Hoan Trinh Hoan Trinh]

I don't know of anyway to put the attachment function on the request form, and in addition, our RequestCenter is integrated into Remedy, therefore, the attachment needs to be sent to Remedy as well (which ServiceLink can not do).  So we build a Microsoft .Net Popup window enabling user to browse and attach files on the request form.  Then we just "hook" this popup window to a button on the request form.  And when the order is submitted, the attachment is saved to a network shared

[Ken Komara - Allstate]

We at Allstate would like to try this solution. Would you be willing to share this solution; ie. the .net code.

[Hoan Trinh Hoan Trinh]

Ken,

Due to company policy, we're not allow to share code with external companies.  I may be able to share the requirements if you're interested.

[Emir E]

Here is an approach:

1. Implement something like this on the file server:

http://www.pscode.com/vb/scripts/ShowCode.asp?txtCodeId=7361&lngWId=4
(We use an inhouse version of this)

I would change this script to post back the file name to the parent window as well as some naming/size validations, etc ...

2. Call the file upload functionality from your service fo

[Meghan Williams]

Hi All,

Just wondering - we've got as far as browsing, selecting and loading an attachment on the form to a network location. How are you sending the information from RC to your service desk tool (we're using SDE) that the particular attachments relate to that request?

We've been using ASP code to-date, which doesn't pass back information to the calling page (so my web guy tells me).

Thanks, Meghan

[Ant Erickson]

Hi Meghan,

We use a nS developed solution for this and due to there being 3 toolsets in use in our environment so we actually let RC feed the attachments to customers so we're not passing around attachments and so we can obscure the actual attachment path from ne'er-do-wells.

This essentially lets us permission the Attachment for component, and that controls access to the attachments for any user group.

Thanks,

Ant