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Troubles

Topics Discussed Below

Attaching a File to a Troubled Ticket

Deleting a File Attachment

Viewing an Attached File

File Attachments

Before you can attach files to a record, your cairs.net administrator must determine the allowable file types and size.  Please contact your cairs.net administrator if you are unable to attach files.

There are two different types of files that you can attach to a record; the first button allows you to attach a regular file. These files follow the record and other users are able to see them. Although, this is convenient, if changes need to be made to the file, the file will have to be saved and then re-attached.

The second file attachment type allows you to attach a link to a file that is in a shared location.  The benefit of this file attachment is that when changes are made to the file there is no need to reattach the file.  The disadvantage is that all cairs users have to have access to the shared file location.

The process to add either file type is the same. 

Attaching a File or External Link to a Trouble Ticket

1.     Click Orders/Troubles.

2.     Within the Navigation pane, click Troubles and then All Active Troubles.

3.     A list of the open troubles populates. If you have a large number of active tickets, the list may not populate. To populate the list, do one of the following:

·         Within the search box, type any portion of the record and then click the magnifying glass.

·         Click the Show All button.

4.   Once the list opens, double-click the order number. A Trouble Ticket window opens. 

5.   Within the Attach ribbon group, click on either Add File or the Add External Link button.

6.   The Select the File to Attach window opens. Browse to select the file to attach and click the Open button.

! If the file type that you want to add in not showing up within your location, click on the file type drop-down arrow to select the correct file format.  If the file type is not available within the drop-down, please contact your cairs.net administrator to add the file type to the allowable file types list. 

7.   The file is attached and displays directly below the Actions ribbon. To view the attached file, click the button.

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Deleting a File Attachment

1.       Click Orders/Troubles.

2.       Within the Navigation pane, click Troubles and then All Active Troubles.

3.       A list of the open troubles populates to the right.  If you have a large number of active tickets, the list may not populate.  To populate the list, do one of the following.

·         Within the search box, type-in any portion of the record and then click the magnifying glass.

·         Click the Show All button.

4.       Once the list opens to the right, double click the order number.   

5.       A Trouble Ticket window opens.  Right click the file name to display a popup box and from the popup, select Delete.

6.       Once you click Delete, a message box appears verifying that you really want to delete the attachment.  Click Yes within the box to continue or No to cancel the operation.

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Viewing an Attached File

1.       Click Orders/Troubles.

2.       Within the Navigation pane, click Troubles and then All Active Troubles.

3.       A list of the open troubles populates to the right.  If you have a large number of active tickets, the list may not populate.  To populate the list, do one of the following.

·         Within the search box, type-in any portion of the record and then click the magnifying glass.

·         Click the Show All button.

4.       Once the list opens to the right, double click the order number.   

5.       A Trouble Ticket window opens.  Directly below the ribbon, a button appears with the file name.  Click the button to view the attachment.

6.       Alternatively, right-click the file name to display a popup box.  From the popup, select Open.

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