How to add items, files and devices to a ticket
Add a product to a reply. Link a device. Upload a file. Remove a wrong one.
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How to do it
Start a reply and click Add Item.
The product picker opens. Find the product. Then set the amount and the price.
Click Add Item again for each more product.
Each item gets its own amount and price. When you add two or more, the picker shows a running total. All of them ride along with that one reply.
Send the reply.
The items are held for billing. They reach the approval queue only when the ticket is closed.
To link a device, use Link Item on the Related Items card.
Click Link Item and type part of the device name. Click the device in the results. It joins the card, and you can unlink it there. Link Item shows only if you may change links.
To add a file, use the Attachments card in the sidebar.
Drag files onto it or click Upload. Open the card if it is closed.
To remove a wrong file, click its trash control.
On a picture, the trash sits at the right end of the line under the picture. On any other file, it shows when you point at the row. The portal asks you to confirm and shows the file name. Click Remove. This cannot be undone. The History card gets a line with who removed the file and its name. Your clients do not see that line.
What you will have
- Add one or more product items to a ticket reply.
- Link a device to the ticket.
- Remove a wrong file from the ticket.
- Know why an upload says a file is already there.
Why it works this way: How to add items, files and devices to a ticket
An item you add to a reply is held for billing. It reaches the approval queue only when the ticket is closed.
The portal compares what is inside a file, not its name. That is how it spots a repeat.
If it did not work: How to add items, files and devices to a ticket
- There is no trash control: you need Edit access to Service Desk. With View access you can open files but not remove them.
- Your upload says a file is already attached: the ticket has a file with the same content. A copy with a new name is refused too. Take that file out of your pick and upload again.
- On the Attachments card, one repeat file stops all the files you picked. In a reply box, the reply is still sent and only the repeat is left off.
- A file with the same name but new content is added. The same file on another ticket is fine.
- The plus sign on the Contact card does not link a device to the ticket. It makes the device that person's own. Use Link Item to link.
Questions this page answers
How do I add a product to a ticket reply?
Start a reply, click Add Item, find the product, and set the amount and price. Send the reply. The item is held for billing.
How do I link a device to a ticket?
Click Link Item on the Related Items card. Type part of the device name. Click it in the results.
How do I remove a wrong file from a ticket?
Use the trash control on the Attachments card, then click Remove to confirm. You need Edit access to Service Desk.
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