Files Tab in Tickets, Actions & Cases


We have made significant enhancements to how you can view and manage files and links in Tickets, Actions and Cases. The Files Card which was previously displayed in the side bar has now been expanded and relocated to the 'Files' tab in the main part of the work item screen beside the Timelines - this is where you can now add files and links and view those that have been added to the work item.

The files tab shows all of the files and links that have been added to that work item and its related work items, plus attachments for incoming and outgoing emails..

Any files/links for the current work item which is open are displayed at the top of the files tab, and any for its related work items are shown in a separated section below this. Items are sorted by the date/time they were uploaded with the most recent at the top.

You can see the name of the file, what type of file it is, its size, who uploaded it (and when), plus the reference number and of the work item it was uploaded to. You can also see the tags and notes that have been added to the files.

Various icons help you to identify further information:

All files in the files tab are available to add as attachments to any outgoing emails and links are available to add to the email body.

Please note that when upgrading from versions older than 2022.3, the files attached directly to a work item will all show in the 'Other work items' section without a reference number. Email attachments for this work item's emails will show in the 'Current' section however.

If the work item is assigned to you, you can add files and links to a work item in the Files tab. Multiple files can be uploaded at one time. Click the upload links at the top of the tab to upload.

You can also drag and drop files into the files tab to upload them.

Note: The maximum size per file is 100.00 MB.

File Type restrictions

By default, all types of files can be uploaded, however filetypes can be restricted by specifying acceptable types in the general settings section of Builder.

Tagging Files and Links

Tags can be added to files and links. Tags help you to add structure to your files - important when sending out information. The tag titles available to you are set in Builder.

You can also add tags to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.

Once tags have been added, the files/links will become available for auto-adding to emails with matching tags, allowing you to ensure that all documents of a relevant type are included with specific emails / email body content.

When a canned response text is inserted into a manual email or when a new email is auto-created and sent in-process, the system will identify any tags linked to the canned text / email template and will then auto-attach all of that work item’s files which share the same tag. Tags are linked to the canned response / email content as part of system configuration by administrator users in Builder when creating email templates.

Tagging files is also an important feature for processes which involve automation technology. Example: if a downstream automated Action needs to know which of the files you’ve attached to your Case is the ‘Invoice Confirmation’ file, you can tag the relevant files as such and, no matter what the file name, the automation technology would know to select that file based on its tag. Such external automation technology can equally well supply tags as part of uploading documents into Work Items in Enate for further downstream manual / automated use.

Note: If file tags are not configured in your system then this ‘add file tag’ option will not be displayed.

Adding Notes to Files

You can also add notes to files and links to provide a brief description of the content or to provide any other information that might be useful.

You can also add notes to multiple files and links at once by selecting one or more items and using the icon which are then displayed in the Files tab header.

Previewing Files

The menu on the right lets you preview an individual file. The preview will open in a new tab.

If the file is not previewable, a confirmation banner will pop up to explain this, and to offer an option to download the file. The file types supported for preview are as follows: txt, pdf, jpg, jpeg, jpe, jif, jfif, jfi, png, gif, web, tiff, tif, heif,heic, svg, svgz.

Downloading Files

You can download individual files by clicking on 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. These can be downloaded as multiple individual files or as a single compressed ZIP file via the ZIP download option here.

Please note that you cannot currently delete Files or Links from the Files Tab.

Filtering Files/Links

You can filter the files and links being displayed in the files tab by using the filter option at the top. You can filter by: Attachments, Outgoing Email Attachments, Incoming Email Attachments and Links.

There's also a freetext search available to help you locate individual files or links. You can search based on the various text groups on display - Filename, Tag info and Notes texts.

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