Email Attachments

Attaching files to an email

Files can be attached to an email in various ways.

1) You can attach files when composing an email by clicking on the attach files option at the foot of the email section.

Files that are already attached to the work item, and are therefore already in the files tab (including files attached to previous existing emails within the work item) will be available for selection from here. You can use the search function to search for specific files if there are many to choose from.

You can also search for files from your PC to attach from here by clicking on the ‘Browse This PC’ icon.

2) You can add links to an email by clicking on the attach links option at the foot of the email section. Links that have already been added to the work item (and are therefore already in the files tab).

3) You can drag and drop files from your desktop into the email section

4) Files which have been linked to a standard Canned Text will automatically attach to the email when the canned text is selected.

When emails are auto-generated and sent by the system, the email template used may be linked to one or more tags – the system will identify any files currently attached to the work item which have been tagged with this same value, and will auto-attach them to the email before sending.

Viewing Attachments

Previewing Attachments

You can view all the email attachments that have been added to the work item and other related/linked work items in the files tab.

Attachments from incoming emails are denoted with a green email icon:

Attachments from outgoing emails are denoted with a blue email icon:

You can see the name of the file, what type of file it is, its size and when and by who it was uploaded and the reference number of the work item it was uploaded to.

You can also see the tags and notes that have been added to the files.

Downloading Email Attachments

From an Email

You can download files from an email by opening the email you have received and clicking to download the file attached.

If multiple files have been attached, you have the option to download all the files individually or to download them as a zip file.

From the Comms/Timeline

It is possible to download multiple attachments with a single click from mails in the comms and timeline section. Clicking on the ‘Download all’ icon will download all attachments present in that Comms / Timeline section item.

From the Files Tab

You can download individual files by clicking on the the option in the menu on the right.

You can download multiple files at once by selecting the files you wish to download and selecting the option at the top of the screen.

You can download multiple files in a zip file by selecting the files you wish to download and selecting the option at the top of the screen.

Deleting Email Attachments

If your system has been set up to let you delete email attachments, you can delete attachments that originated from an email in the file card of a work item. This is useful when, for example, you are dealing with sensitive information in email attachments.

The deleted attachment will also be deleted from other related work items such as other Actions in a Case, Sub Cases, child and parent Tickets if a Ticket has been merged, child Cases and parent Tickets if a Ticket has been converted to a Case.

But note that if you delete an email attachment from a Ticket that has been split or is the child Ticket of a split, the deleted file will not be deleted from the other child Ticket(s) or the parent Ticket.

Note also that deleting an attachment from a linked work item will NOT delete the attachment from the work item(s) it is linked with.

Please also be aware that it is not possible to delete an email attachment from a work item that is Closed.

The attachment will be deleted from all parts of the system, so you won't be able to search for it in Quickfind, and it will not be available to attach to a new email relating to the work item.

Any further activity on the work item will not resurrect the deleted attachment and creating a new linked work item will not resurrect the deleted attachment.

You will be notified in the timeline when an email attachment has been deleted, along with the file name of the email attachment that was deleted, the subject of the email it was attached to, who deleted it and when it was deleted.