Idea ID: 1652305

Attach files to interaction from the incident or request

Status : Declined
over 3 years ago

It is required that when a file is attached to an incident or a request, it is available so that the end user can consult it from the SRC when looking for their interaction. The above since the situation is presented that the adjunct is the solution for the end user in the compliance record.

  • Thank you for sharing your idea in this platform. Based on number of votes and lab assessment, we will not consider this idea in SM roadmap.

  • A user registers a ticket through SRC (SDXXX), which, as a compliance process, automatically opens an incident (IMXXXX). When the group that manages the IM is going to close it, it documents a solution and attaches a file to the IM. The end user through the SRC should be able to consult the solution to their ticket (SDXXX), which is copied from the IM to the SD and also the attachment, which for now does not Service Manager.

  •  For "situation is presented that the adjunct is the solution for the end user in the compliance record.", could you please provide more in details? we are not very clear about its purpose. thank you