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    Uploading an Attachment to a Case

    Service Now provides the Upload Attachment option to upload a file, for example, a text, image, or binary file,as an attachment to a case created in Juniper Support System (JSS). Only one file can be uploaded at a time. To upload more than one file, compress the files and upload. The attachments you upload are not stored in Service Now; but, details such as name, type of file, size, and time of upload are stored and can be viewed on the

    Note:

    We recommend that you limit the size of an attachment to be uploaded to 1 GB and use Secure Copy Protocol (SCP) to upload files of size 1 GB.

    On a Service Now End Customer, attachments uploaded are stored in the Service Now partner.

    To upload a text or binary attachment to an incident:

    1. On the Service Now navigation tree, select Service Central > View Tech Support Cases.

      The View Tech Support Cases page appears.

    2. Select the technical support case for which you want to upload an attachment.
    3. From the Actions menu, select Upload Attachments. Alternatively, right-click the technical support case and select Upload Attachments.

      The Upload Attachment dialog box appears as shown in figure.

      Figure 1: Upload Attachment Dialog Box

      Upload Attachment Dialog Box
    4. Under Attachment Upload Options, do one of the following:
      • Upload an attachment by using HTTP.

        To upload an attachment by using HTTP:

        1. Click Upload via HTTP.
        2. Click the Browse button to browse for the attachment file and click Upload.

          The attachment is uploaded to the incident.

      • Upload an attachment by using Secure Copy Protocol (SCP).

        To upload an attachment by using SCP:

        1. Click Upload via SCP.
        2. Enter the details of the local machine hosting the attachment as follows:
          • Username: Enter your username for the local machine.
          • Password: Enter your password for the local machine.
          • Confirm Password: Retype your password.
          • Machine IP: Enter the host IP address of the local machine.
          • Software File Path: Specify the file path to access the Service Now image file on the local machine.
        3. Click Submit.

          The process of uploading the attachment is initiated and the File Upload Job dialog box displays the progress of the job.

    Modified: 2017-05-28