Add an Attachment to a Ticket


Attachments can be added to an Enterprise Service Management (ESM) ticket at any time to facilitate access to supporting documentation necessary to fulfill the requested work. These can be text, images, or other files as appropriate. Attachments can be added by customers, as well as department employees as they work the ticket.

While directly attaching files is a great method for historical references, it does make it more difficult for individuals to collaborate on the the file(s). In order to accomplish this, a person would need to download the attachment, and then re-attach the revised version. The ESM attachments system supports both file uploads from a computer, or attaching external documents from other file hosting services. Creating a link to a file located within an online hosting service creates a much more effective method for multiple individuals to collaborate on active files. The ESM system current supports the following hosting services:

  • Google Workspace @ UA - Google Drive
  • Microsoft 365 @ UA - OneDrive for Business

Physical Files

All attachments on Tickets are visible in the Service Portal by anyone that can see the Ticket. This is the Primary Contact (Requestor), and any Additional Contacts on the Ticket.

External Files

All uploaded attachments are visible within the ESM system; however, access to the linked file(s) (i.e. Google Drive and OneDrive) is restricted based up on which Visibility Option is selected at the time the link was created to the source file. The ESM system only stores a pointer/reference to the source file, and does not create a copy of the file(s) stored on the hosting service.

In this article:

What materials do I need?

  • Web Browser
  • Access to either the UA Service Portal, or UAA Service Portal
  • Your UA Identity

How do I use this technology?

File Restrictions

There are a few restrictions for any files that are directly uploaded to the ESM system. 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 files from being added as attachments.

File Size Restrictions

The default file size restriction for attachments is dependent upon how a file is attached to a ticket.

  • Drag-and-drop: 20 MB - This is the drag-and-drop feature for content being uploaded in a single session.
  • Add Attachment: 50 MB - When in a ticket, clicking the Add Attachment from my computer option in a single session.

File Type Restrictions

The ESM system 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

The ESM system does not enforce these restrictions for attachments added within the application's web interface.

Adding Attachments

Attachments can be added using one of the following methods, depending on where in the system you are.

Service Portal

  1. Login to the Service Portal.
  2. Locate and open the desired ticket.
  3. Do one of the following:
    • Drag and drop the desired attachment(s) into the Attachments box in the web browser.
    • In the Attachments box click the Add Attachments button.
      1. An Add Attachments dialog window will open.
      2. Click the link associated with where your file is located (i.e. from your computerfrom Google Drive, or from OneDrive for Business).
        • If from your computer is select, do the following:
          1. Click Browse.
            1. Navigate to the location on your computer containing the desired file(s).
            2. Select the file(s).
            3. Click Upload.
          2. In the Add Attachments dialog, confirm that the correct file(s) have been selected.
          3. Click Upload.
          4. Wait while the file(s) are uploaded.
          5. After the upload successfully message is displayed, close the Add Attachments window.
        • If from Google Drive is selected, do the following:
          1. Click Select from Google Drive.
          2. At the Sign in to continue to UA TeamDynamix Google Drive Integration prompt enter your UA Email address, then click Next.
            1. The screen will refresh to show UA's standard Google Workspace for Education logoin prompt. Login as normal.
          3. At the UA TeamDynamix Google Drive Integration wants access to your Google Account prompt, click Continue.
          4. In the Select Attachments window, click the desired file(s).
          5. Click Select.
          6. After the uploaded successfully message is displayed, close the Add Google Drive Attachments window.
        • If from OneDrive for Business is selected, do the following:
          1. In the Add OneDrive for Business Attachments dialog select the desired Visibility Options from the drop-down menu.
            • The Microsoft 365 visibility options determines the permissions which will be enforced for the link(s). Available options are:
              • Organization Default
              • Visible to Organization
              • Editable by Organization
              • Visible to Anyone
              • Editable by Anyone
          2. Click Select from OneDrive for Business button.
          3. If this is the first time you've attempted to link a file from your OneDrive for Business account to ESM you may see the following Permissions requested prompt, click Accept.
          4. In the Pick files dialog click the desired file(s).
          5. Click Select.
          6. After the uploaded successfully message is displayed, close the Add OneDrive for Business Attachments window.
  4. Verify the desired file(s) have been attached/linked to the ticket.


When responding to an ESM ticket you can include/attach file(s) as part of your response and they will be automatically added as an attachment to the ticket. There are a few elements to be aware of when adding attachments via email:

  • The maximum file size is ~20 MB.
  • Most email service providers limits the maximum email size somewhere between 25 MB - 50 MB. This limitation includes both the size of the email itself as well as all file(s) attached.
  • Files must be in the list of supported File Types Restrictions. If the file type is not listed, the unsupported file(s) will be automatically discarded.

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 Us page for the appropriate support group.

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Article ID: 2032
Fri 5/31/24 7:34 AM
Fri 5/31/24 8:24 AM