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    Archived Incidents to be saved with Attachments
    Idea posted November 1, 2017 by Pavol ProckaMaster, tagged Incident Management, Reporting 
    125 Views, 8 Comments
    Title:
    Archived Incidents to be saved with Attachments
    User Story / Description:

    Hi,

    Would it be possible to save the Attachments with the Archived Incidents?

    We have a business requirements to report all incidents sent with an attachment for a specific timeframe (in this case January 2017) but since these are archived we are unable to do this.

     

    Many thanks

     

    Pavol



     

    Comment

     

    • Thomas Erdahl

      I would also like to see this functionality added in a future release.

      Thank you,

      Thomas

    • Sean Montgomery

      Hi Pavol and Thomas,

      Attachments are still available from archived incidents.  When viewing an archived incident using the archive console, attachments are available at the bottom of the Details tab.  Knowing this, does it address your business requirement?  If not, please elaborate so I can understand what you're trying to accomplish.

      Thanks,

      Sean

    • Pavol Procka

      Hi Sean,

      I do not see any attachments at the bottom of the Details tab. I see the filenames in the Messages tab and even the indication in the header, but I cannot access the files themselves anywhere. Could you maybe add a screenshot of where do you see the attachments?

      I think my initial description was not correct, I do not just need to report on the incidents with attachments, I need to be able to access the attached files themselves.

      Many thanks

      Pavol

    • Sean Montgomery

      Have a look at this screen shot.  For me, I had to go full-screen before I could see the Files section.  I don't know if that's what is happening for you.

       

    • Thomas Erdahl

      Thank you Sean!  If these are visible and able to be opened, that would satisfy my requirement.  We don't currently have archiving active on our site but are looking at this as an option and, if we didn't have access to the attachments on an archived incident we would have had to explore other options.

      When you say full screen do you mean having the left and right tool bars minimized or the Archived Incidents tab undocked?

      Thank you,

      Thomas

    • Sean Montgomery

      You're welcome, Thomas.  As an added bonus, here is a screen shot of me opening the Geocaching.pdf attachment.  Your experience should be similar.

      Sean

    • Sean Montgomery

      And when I say "full screen", I mean my Agent Desktop window (the entire app) was only taking about 50% of my LCD panel and I could not see the attachments in view.  As I dragged the window vertically to maximum vertical, then I saw more and more of the Files listed at the bottom.

    • Pavol Procka

      Thanks Sean, I can now see the files!