Template - File Attachment

[amacqueen]

I need to find a way to attach a file to a template so I can schedule some jobs for our service desk daily checks and whilst I can attach the file to the template the scheduled job that subsequently gets generated does not have the attachment. Any ideas folks?

BTW I have also tried to add a URL field but that won't work for a UNC path, an enhancement request has now been submitted in HI for this.

TIA

[Community Alums]

What purpose does the attachment serve? Based on the idea that you want to attach it to a template, it sounds like you want to connect the same attachment to multiple items? Because every attachment has a record in the sys_attachment table, it may be possible to just create a business rule that attaches the record based on certain conditions. I am curious about what the attachment does here, though, and if there may be a better approach...

[amacqueen]

Thanks for the reply Ben. What I want to do is be able to create a number of incidents based on individual scheduled jobs and associated templates.

Our service desk have a number of daily checks to perform (with instructions) which they currently do manually and record elsewhere, I was hoping I could include documentation of the specifics of the check within the incident as there is a rotation that determines who they will be assigned to and they therefore might not see the check that frequently, ie they need prompting what to do!

I could dump the details in the template but occasionally they are graphically intense.

FWIW they all belong to the same Assignment Group.

[Community Alums · Accepted solution]

A couple thoughts come to mind:

You said you tried using a URL field to a UNC, but that didn't work. Could you create a KB article that has the attachment and then point to that? Then you wouldn't be replicating the attachment multiple times in the system.

Are all the steps that need to be performed assigned to the same user? If not, you could have tasks within the incident.

Finally, are these tasks something that could be automated to free up your staff to do other things and to avoid human error in carrying out these steps?

[amacqueen]

That works Ben, great workaround.

What I've done in my template is point to a KB article. As I mentioned a UNC path didn't work but a full blown URL does.

Fantastic and thanks.