Attach a document for a requester

  • Release version: Xanadu
  • Updated August 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 files to a record.
      1. Browse for the file in the Agent Assist panel.
      2. Drag and drop the file into the record and select browse in the pop-up window.
    • Attachments support PDFs and most image files.

    Procedure

    1. Open a Workspace record in your instance.
    2. Open an incident record.
    3. In the Agent Assist panel, select the attachment icon (Attachment icon).
    4. Select a file from your local computer.
    5. Select Upload.

    Result

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