Technical Notes

How to Attach a File to a Service Request in My Support
Technical Note 2327
Last Reviewed 16-May-2008
Applies To
All Attachmate Products
Summary

This technical note describes how to attach a file (a trace, log, or screenshot, for example) to a Service Request in My Support on the Attachmate Support Site.

Note the following:

• Your Service Request must already be created before you can attach a file.
• Files are transmitted with SSL encryption and are stored on secured Attachmate systems.
• Attachmate Technical Support is notified when you update your Service Request.
• For additional information about using the Attachmate My Support features, see Technical Note 0202.

Attaching a File to a Service Request

Follow these steps to attach a file to your Attachmate Support Service Request.

1. Go to your list of Service Requests on the Attachmate Support site: http://mysupport.attachmate.com/go.aspx?l=srlist.

2. Click the SR number corresponding to the Service Request to which you want to attach a file.

3. In the Updates tab, click Add Update.

4. Enter relevant details in the Comment field, and click Submit.
5. Click Add Attachment.

6. Click New.

7. Click the Select button to browse to your file.

8. In the Add Attachment popup, click Browse to select the file name. Select the file and click Open.

9. Add any additional Comments pertaining to the file (up to 250 characters), and then click Submit.

10. To return to the list of Service Requests, click the Back button in the Update Detail tab.

11. In your Service Request, on the Updates tab, you can confirm that your file was successfully attached to the Service Request Update.

Related Technical Notes

0202	Using the Attachmate My Support Features