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Add and manage attachments

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Add and manage attachments

You can upload a file as an attachment to an incident, a knowledge article, a change request, or to another type of record.

About this task

Administrators can configure attachments and how they work in the system. For more information, see Administering attachments.

Attachment file size is not limited by default. However, uploading large attachments can cause issues with the user's active session on the instance. Empty attachments (file size of 0 kb) are not supported.

Note: Do not use the Upload File module in the System Definition application. It is not compatible with multi-node instances.


  1. Navigate to the record. For example, an incident record.
  2. Click the attachments icon (Attachments icon).
  3. Click Choose Files or Browse, depending on your browser, and navigate to a file.
  4. (Optional) Upload multiple files in one of the following ways.
    • Select multiple files at the same time in the file browser. Internet Explorer does not support this feature.
    • Add each file on a separate line by clicking Add Another Attachment, and then clicking Choose Files on the next line. Repeat until all desired files are selected. This feature is available in all supported browsers.
  5. Click Attach.
    Attached files appear in the Current file attachments list and at the top of the form. A message appears if a file is not attached because it is too large or is a restricted file type. Administrators can configure these limits.
  6. Close the pop-up window to return to the form.

What to do next

Limit the users who can view attachments by applying ACL rules. For more information ACL rules, see Access control list rules.

Manage attachments

You can view, rename, and remove the attachments on a record, and add additional attachments.

  1. Navigate to the record (example, an incident record).
  2. Click the attachments icon (Attachments icon) or the Manage Attachments link if files are already attached.
    The number of attachments for a record is listed on the Manage Attachments link.
    Figure 1. Manage Attachments
  3. To rename an attachment, complete the following steps.
    1. Click [rename] beside the file name at the top of the form or in the pop-up window.
    1. Edit the file name and press the Enter key.
    Note: Press the Esc key instead of the Enter key to undo your changes and cancel rename.
  4. To remove attachments, click the Manage Attachments link and complete the following steps.
    1. Select the check boxes next to the attachments to delete.
    2. Click Remove.
      The attachment disappears and the pop-up window remains open.
      Note: After a record has been closed, you cannot delete the attachments for that record.
  5. To add additional attachments, complete the following steps.
    1. Click Choose Files.
    2. Select the file to attach and click Open.
    3. Click Attach.
  6. Close the pop-up window to return to the form.

Attach files with drag-and-drop

You can drag files from your computer to a form to upload them.

About this task

This functionality is supported in Firefox 3.6 or later and Chrome. Support will be added for other web browsers as they implement the HTML5 specification.


  1. Navigate to the record.
  2. On your computer, browse to the files to attach.
  3. Select the files in the file browser, and then drag them over the form.
  4. Release the mouse button to begin the upload.
    When the upload is complete, the file name is added to the attachments header. Upload speed depends on the file size and the speed of your network connection.
    Warning: Do not navigate away from the record while an upload is in progress. The upload must be completed for the file to be attached.