Visp LMS

Using Attachments in Visp.net Service Desk

Introduction

The Attachments feature in Visp.net Service Desk allows users to upload files directly to a ticket. Attachments provide supporting evidence, documentation, and context that help technicians, support staff, dispatchers, and managers understand and resolve service requests more efficiently.

Attachments are especially useful for documenting field work, troubleshooting issues, verifying completed tasks, and maintaining accurate service records.

Prerequisites

Before adding attachments to a ticket, make sure you have:

1. Understand When to Use Attachments

Use attachments when a ticket requires additional documentation beyond written notes or descriptions.

Common use cases include:

2. Open the Ticket

  1. Log in to Visp.net.
  2. Open Service Desk.
  3. Search for and select the ticket that needs an attachment.
  4. Verify that you are working on the correct ticket by checking:
    • Ticket number
    • Subscriber name
    • Service address
    • Ticket summary
    • Assigned technician or team

Confirming the correct ticket prevents files from being attached to the wrong customer or service request.

3. Locate the Attachments Section

  1. Scroll through the ticket view.
  2. Find the Attachments section.
  3. Look for the upload area or plus icon used to add files.

Depending on your ticket layout, the Attachments section may appear near other ticket details such as Tasks, Custom Fields, or supporting documentation areas.

4. Upload an Attachment

To add a file to the ticket:

  1. Click the plus icon or upload area in the Attachments section.
  2. Select the file from your computer or device.
  3. Confirm the upload.
  4. Wait for the file to finish uploading.
  5. Verify that the attachment appears on the ticket.

If the upload fails, check that the file type is supported and that the file size does not exceed the upload limit.

5. Use Supported File Types

Visp.net Service Desk supports common attachment formats used for images and documents.

Supported file types include:

Before uploading, convert unsupported formats to a supported format when possible.

6. Follow the Attachment Size Limit

Each uploaded file must be 25 MB or less.

If a file exceeds the limit, reduce the file size before uploading.

Ways to reduce file size include:

If the file cannot be reduced below 25 MB, consider adding a secure cloud storage link in the ticket notes or description, following your organization’s data security policies.

7. Name Files Clearly Before Uploading

Use clear, descriptive file names so other users can quickly understand what each attachment contains.

Recommended naming examples:

Avoid vague file names such as:

Clear file names improve ticket readability and reduce confusion during reviews, escalations, or audits.

8. Add Context for Important Attachments

After uploading an attachment, add a ticket note or task comment explaining what the file shows.

Include details such as:

Example note:

This helps future users understand the attachment without needing to interpret it independently.

9. Protect Sensitive Information

Attachments may contain customer, network, or business-sensitive information. Handle uploaded files carefully.

Before uploading, review files for:

Follow your organization’s privacy, security, and data retention policies when uploading or sharing files.

10. Verify Attachments Before Resolving or Closing the Ticket

Before marking a ticket as Resolved or Closed, review the attachments to confirm they meet the ticket requirements.

Check that:

Some Ticket Types may require attachments before a ticket can be resolved or closed.

11. Troubleshoot Attachment Upload Issues

If you cannot upload an attachment, review the following:

Conclusion

The Attachments feature in Visp.net Service Desk helps teams document service work, provide visual evidence, store supporting documents, and maintain complete ticket records. By uploading supported files, keeping each attachment under 25 MB, using clear file names, and adding helpful context, your team can improve troubleshooting, field documentation, customer support, and ticket resolution quality.

Leave a Reply