Configuring File Attachments - Documentation for Bmc Helix Itsm: Smart It 21.3

To configure file types

On the AR System Administration Console, you can configure the attachment criteria and the supported file extensions by updating Server Information settings on the Server Information form. To configure attachment file types in Smart IT, perform the following steps:

1. Open the AR System Administration Console, and select System > General > Server Information.
   The AR System Administration: Server Information form is displayed.
2. On the Attachment Security tab (ITSM 8.1 SP1 onward) of the form, go to the Attachment Criteria list, and select an option to allow or disallow attachments with specific file extensions.
3. In the Comma separated list of limit extensions field, enter names of file extensions that are supported such as exe, com.
4. Click Apply.
5. Clear the Smart IT cache.

To configure file size

You can configure the file size of attachments for each ticket type and knowledge articles. Users can add attachments to the activity note, and to the description of the ticket profile.

To set the file size of attachments added to the activity note and description of tickets and articles, you must update the server information settings on the Server Information form. To do so, perform the following steps:

1. Open the AR System Administration Console, and select System > General > Server Information.
   The AR System Administration: Server Information form appears.
2. On the Configuration tab of the form, in the Max Attach Size field, specify the maximum file size.
   Note that the default value 0 indicates that there is no file size limit. If the file size is 0, then the file size limit of the database is applied.
3. Click Apply.
4. Clear the Smart IT cache.