Attach a document for a requester

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Attach documents to a record to help requesters resolve issues. The attachment icon displays a badge enabling you to see with a quick glance that a document is attached.

    Before you begin

    Role required: agent_workspace_user

    About this task

    • There are two ways to attach documents to a record.
      1. Browse for the document from the Agent Assist panel.
      2. Drag and drop the document on the record and press browse in the pop-up window.
    • Attachments support PDFs and most image files.

    Procedure

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. Open an incident record.
    3. In the Agent Assist panel, click the attachment icon (Attachment icon).
    4. Select the document for your local computer.
    5. Click Upload.

    Result

    The document appears in the Activity Pane and the Attachments icon Attachment icon with attachment displays a small dot indicating the record has an attachment.