Overview

ProblemTracker allows you to associate as many files as you wish with a problem record. These "attachments" can be anything from an image file, to a customer email or a website URL.

Attachments are presented as a list of standard HTML hyperlinks when the problem record is viewed by the user, and are presented to the user in a new browser window when clicked.

Adding an Attachment

An attachment file can be included with a problem record when the problem record is first created (see Adding Records) or it can be added to a problem record by following these steps:

1. Edit the desired problem record, either by navigating to it via a query result, or via the Edit button.
2. Press the "Edit Attachments" button. A form appears that displays the current attachments associated with the problem record.
3. Select the type of attachment you are adding. "File" is a file which will be uploaded to your server. "URL" is a URL specification (which is not uploaded to the server). The URL attachment type may be useful when tracking problems on websites.
4. Press the "Add New Attachment" button.
5. In the form displayed, enter a meaningful description of this attachment in the "Attachment Description:" field
6. If you have selected a "File" attachment, use the "Browse" button to select the file from your local machine. If you have selected a "URL" attachment, type in the URL you wish to add as an attachment.
7. Press the OK button.

If you should encounter any errors when uploading files to the server, a list of the files which encountered problems and the associated error messages will be displayed at the top of the next page.

Editing an Attachment

To edit an existing attachment, follow these steps:

1. Edit the desired problem record, either by navigating to it via a query result, or via the Edit button.
2. Press the "Edit Attachments" button. A form appears that displays the current attachments associated with the problem record.
3. Located the desired attachment in the table and press the Edit button that appears in the same row.
4. In the form displayed, edit the attachment URL or description. If the attachment is a "File" attachment, you will not be presented with the option to edit the URL.
5. Press the OK button.

Removing an Attachment

To delete an existing attachment, follow these steps:

1. Edit the desired problem record, either by navigating to it via a query result, or via the Edit button.
2. Press the "Edit Attachments" button. A form appears that displays the current attachments associated with the problem record.
3. Located the desired attachment in the table and press the Delete button that appears in the same row.
4. Press the OK button.

Viewing Attachments

Attachments to problem records appear as a list of descriptions and clickable links when the problem record is viewed. The action that occurs when the link is clicked depends upon the actions defined for each file type in the user's browser and on the file extension to file type mapping used by your web server. Please refer to your web browser's documentation for details on how to set up actions to handle various file types. Please contact your web site administrator if a file is not being mapped to the appropriate file type by your web server.