Documentation forService Desk

Attachment settings

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Introduction

By default, users can upload any file type. Through Attachment Settings, administrators can restrict the file types that can be uploaded. For example, if you don't want users to upload specific file types for your organization, you just enable the restriction then identify the allowed file types. Once the allowed file types are configured, users will receive an error message if they try to upload a restricted file type.

Service Desk lets you select from a list of common file types, but an administrator can customize by adding any file type extension.

Available to all customers.

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Settings > Global Settings > Attachment Settings

Restrict specific uploads based on file type

Be aware that attachment settings apply to email attachments and API calls.

  1. Navigate to Settings > Global Settings > Attachment Settings > File Upload Restrictions.

  2. Under File Types to Allow, select the types appropriate for your organization. If you don't see a specific type you want to allow in the list, just type it into the field.

  3. After the Allowed file types are defined, click Activate.

    At any time you can:

    • Deactivate the entire Allowed list by clicking Deactivate.
    • Edit the the Allowed list by adding or removing file types.

    Saved changes take effect immediately.

Uploaded files have no case sensitivity requirements for file names.

Enable malware scanning for attachments

When any file is attached within Service Desk, the attachment is scanned for malware before it is made available for download. When the scan is complete:

  • If the attachment is safe and free of malware, it is available for user download.

  • If malware is found, the attachment is quarantined (blocked) and an email is sent to the user addresses defined in Setup > Global Settings > Attachment Settings.

To enable:

  1. Navigate to Settings > Global Settings > Attachment Settings > Malware Scanning for Attachments.

  2. Set the toggle to Active.

  3. If you want Service Desk to notify someone when malware is found in an attachment, enter the recipient email address(es) in the address box.

Attachment settings for ESM customers

Attachment settings are set at the Organization level and cannot be modified at the service provider level.

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