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Uploading an Attachment to a Case

 

Service Now provides the Upload Attachment option in the Actions list to upload a file, for example, a text, image, or binary file, as an attachment to a case created in Juniper Support Systems (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. However, attachments uploaded by an end customer are stored in Service Now partner.

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.

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 list, select Upload Attachments. Alternatively, right-click the case and select Upload Attachments.

    The Upload Attachment dialog box appears as shown in Figure 1 .

    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 from which you want to upload the attachment.

        • Software File Path: Specify the file path to access the Service Now image file on the local machine.

      3. Click Submit.

        Service Now starts uploading the attachment and the File Upload Job dialog box displays the progress of the upload job. Close the dialog box after the job is complete.