Attachments in Enterprise Service Management


Attachments can be used in Enterprise Service Management (ESM) to associate work items with helpful documents. For instance, people are able to attach files to Project Requests so that all stakeholders can reference the same information while in the planning stage.

The attachments system supports both file uploads from a computer or attaching external documents from other file hosting services. You can add an attachment using one of the following methods, depending on where in the tool you are:

  • At the top of the window, click +Add, then choose Attachment
  • Use the Attachments tab and then click +Attachment at the top of the page
  • Drag and drop a file into the Attachments box from your computer


In this article:



There are a variety of work items that support file attachments. These currently include:

  • Assets
  • Asset Contracts
  • Calendar Events
  • Card Wall Cards
  • Configuration Items
  • Expenses
  • Knowledge Base Articles
  • Locations
  • Project Announcements
  • Project Issues
  • Project Requests
  • Project Risks
  • Project Tasks
  • Questions
  • Question Replies
  • Ticket Requests
  • Services


Physical Files

Since physical files must be transferred to the ESM environment, restrictions around physical files are enforced. These restrictions include both file size and file type. File size is enforced to reduce the time it takes to upload file attachments, while type enforcement occurs to prevent dangerous file types from being added as attachments.


File Size Restrictions

The default file size restriction for physical attachments is 4 MB. However, a number of components often have file attachments that exceed this limit. In these cases, the limit has been increased as necessary. The following components have file size restrictions greater than 4 MB:

  • Asset Contracts: 20 MB
  • Project Requests: 50 MB
  • Ticket Requests: 20 MB - this is the drag and drop feature for content being uploaded at once.
    • In a Ticket, +Add > Attachment, 'from my computer' > a maximum of 50 MB of content can be loaded at one time.
  • Knowledge Base Articles: 4 MB - this is the drag and drop feature for content being uploaded at once.
    • When Editing KB Articles, files > Add > Attachment, 'from my computer' > a maximum of 50MB of content can be loaded at one time.


File Type Restrictions

ESM enforces the following file type restrictions for files submitted through email. This prevents certain dangerous file types (such as scripts) from being added to the system. The following file types are allowed: 

  • ai
  • bmp
  • csv
  • doc / docx
  • dotx
  • eml
  • gif
  • htm / html
  • ics
  • jpg / jpeg
  • log
  • mdb
  • mp3
  • mp4
  • mpg / mpeg
  • mpp
  • msg
  • pdf
  • png
  • ppt / pptx
  • psd
  • rar
  • rtf
  • swf
  • tdplan
  • tif / tiff
  • txt
  • vcs
  • vsd / vsdx
  • wav
  • wma
  • wmv
  • xls / xlsx
  • xml
  • zip

ESM does not enforce these restrictions for attachments added within the application.


External Files

Although individuals can attach files from their computer, this makes it more difficult to collaborate on the same document. In order for this to happen, a person would need to download the attachment and re-attach the revised version to the work item. Although this is possible in the ESM system via Document Workflows and Revisions, there are a number of file hosting services that make it easy for users to collaborate on one work item.

Since these services are much faster for multiple individuals to edit by allowing simultaneous editing, organizations often choose this approach to file sharing. The ESM system currently supports integration with the following file hosting services:

  • Google Workspace @UA Google Drive
  • Office 365 @ UA OneDrive for Business



If electing to use an external file, it is strongly encouraged to make sure the file(s) are stored within a group based repository (e.g. Department shared drive) and not an individual's personal storage space (e.g. John Doe's Google Drive). This will help ensure that files are accessible when accessed from the ESM system even if the original requestor is no longer affiliated with the University.


Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact IT page for the appropriate support group.


Article ID: 1371
Thu 1/5/23 10:36 AM
Wed 2/1/23 2:40 PM