The NC State Remedy system currently supports attachments in two contexts: inbound and outbound. Each is described in more detail below.
Inbound Attachment Support:
Inbound attachments are files that customers have attached to email messages that they have sent regarding a call in the Remedy system. There are no restrictions on the number or type of attachments that can be associated with a particular call.
Inbound attachments can be accessed using the "Attachments" tab in the Remedy Windows user tool. A typical Attachments tab might look something like the following:
Single-clicking on an entry in the attachments table will result in the display of the attachment data if your computer recognizes the file type associated with the attachment. Otherwise, you will be offered the opportunity to save the attachment.
An attachment may have one of the following "Status" values:
- Received - This attachment was received from the customer as part of an
inbound email message.
- Outgoing - This attachment is in the process of being sent to the customer
as part of an outgoing email message.
- Sent - This attachment was previously sent to the customer as part of an
outgoing email message.
- Hold - This attachment has been associated with the call by the Remedy user, but has not yet been sent to the customer.
Outbound Attachment Support:
Outbound attachment processing is provided through the Email tab. The User Interface (UI) objects used to manipulate outbound attachments are located below the "Email Text" field. After typing your email message, the screen might look like this:
Clicking the "New" button will present you with a standard file dialog which you should use to locate and select the file you want to attach to this email. It might look something like this:
Locate the appropriate file and select the "Open" button. This action will add the selected file to the list of Outgoing Attachments. Repeat as needed to attach all of the files needed for this email. Once one or more files have been attached, there should be a list of files in the Outgoing Attachments section of the Email tab. It might look like this:
If all of the needed files are present, initiate sending of the email by selecting the "Send" button. The text and attachments will be combined and MIME encoded as needed to ensure delivery. After the email has been sent (sometimes takes a few seconds), the names of the files that were in the Outgoing Attachments section will have moved over to the Available Attachments section with a status of "Sent". It might look something like this:
Files that appear in the Available Attachments section can be resent if the
need arises. To resend a file, select it from the Available Attachments section
and choose the "Add -->" button. The file name will move to the Outgoing
Attachments section. Conversely, if there is a file listed in the Outgoing
Attachments section that you do not want to send, select it and choose the
"<-- Remove" button. The file name will move to the Available Attachments
section with a status of Hold. Files can be moved between the two sections
as needed.