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UPDATE! The community will be go into read-only on April 19, 8am Pacific in preparation for migration on April 21.Read more.
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[SM Tip] Attachments - "Add file" button while opening an incident does not appear in web client

Service Manager(SM) v9.30 : When opening an incident via web client, the Add file button under attachments does not appear :

 

 

Ideally it should come up like the following screenshot :

 

 

The behavior is out of the box/desired if the ticket id assignment is set to be delayed.

 

Resolution :

The Incident Management module can be set to assign the ticket id in advance instead of after saving the ticket details. This would also enable Add file button under attachments.

Steps to disable the delay in ticket id assignment:

1. Login to Windows client as falcon

2. Navigate to System Administration - Ongoing Maintenance - Environment Records - Incident Management Environment record

3. Uncheck the check box for Delay Assigning Incident Number?

4. Restart SM service

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Commodore
Commodore

Hello Kiran, 

 

Thank you for share the information, 

 

Regards 

 

Luis Diego Sánchez H.

SW Support Engineer

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Absent Member.
Absent Member.

Good tip and IMHO SM services need not be started just relogin should work to avoid any downtime.

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