Record Attachments
Users can import and use attachments to supplement information in
a record. For example, if a Knowledge Article (KA) mentions a specific internal
document in the solution field, the creator can attach the document to the KA
for other employees to reference. Examples of attachments are documents,
images, videos, and web pages.
Attach a Record to Another Record Use the Attachment button to link a record to another record as an additional reference. For example, link a Knowledge Article record to an Incident record. Business Object attachments are linked and cannot be searched in connection with the Business Object.
Attach (Import) Files to a Record When you attach files to a record, the files are imported directly into CSM . The attached files are available anywhere in CSM and some of the file types are searchable (example: Word, Excel, Text, RTF, PDF). You can attach documents, images, videos, and web pages.
Download Files Attached to a Record In the CSM Browser Client and CSM Portal , you can download all files attached to a Business Object record. Use the Attach button in the record toolbar to download all files. You can also download each file separately.
Link a File to a Record Use the Attachment button to link a file directly to CSM and attach it to a record as an additional reference. Linked documents cannot be searched using CSM , and do not increase the size of the database. Users must have access to the network where the file is located to view the document.
Attach a Web Page to a Record Use the Attachment button to link a website directly to CSM and attach it to a record as an additional reference.
Attach an Image from the Clipboard to a Record Use the Attachment button to attach an image to a record as an additional reference. Attached images from the clipboard are not imported into the Image Manager and are not searchable.
Create a Shortcut to an Attachment Use the Attachment button to add a reference to an existing system attachment to a record.
Remove an Attachment Remove an attachment from a record if it no longer applies or if you want to update an attachment.