Working With Attachments

You can add attachments, such as documents, images, and videos, to service calls, additional work, appointments, equipment, locations, tasks, and time entries in MobileTech. If the attachments are added in Service Management, these attachments will be available to view and change from the attachments list in MobileTech. You can add and view attachments on your mobile device, and also change or "mark up" attachments on your mobile device. 

Files that are attached are displayed together with their descriptions and file extension types, such as PNG, PDF, DOC, or XLS. For example, if more than one attachment is associated to the service call, you can easily see the file types. You can attach any file type on Android and Windows devices. On all devices, you can copy other file types, such as Microsoft Word documents or PDFs, into MobileTech to be attached to a service call. For more information, see Copy and paste an attachment to a service call or task.

Files must be physically located on the device used to attach the file. For example, if you are using OneDrive to store your images, you will need to download the image to your computer or phone before you can attach this to a service call.

Add an Attachment

You can take photos, record videos, or attach existing images and files.  See Additional attachment options in MobileTech that are available after you have added the attachment.

1. Select the specific service call, additional work, appointment, equipment, time entry, location, or task.

   • Service Calls: Select Service Calls and select the service call. Select More and then select the Attachments tab.

   • Additional Work: To add an attachment before syncing the additional work, you need to save the transaction, select the work item, and then select Attachments.

   • Appointments: Select Appointments and select an appointment. Select More and then select the Attachments tab OR when completing the appointment, on the Resolution tab, select Add Attachment and then select the Type. (If you select Equipment, you will also need to select the equipment that is associated with the service call.)

   • Equipment: Select Service Calls. Select the service call, select More OR go to Customers, select the customer, select Location, and then select the location. Select Equipment and then select the equipment. Select More and then select the Attachments tab.

   • Location: Select Customer and select a customer. Select Location and select the location. Select More and then select the  Attachments tab.

   • Tasks: Select Service Calls. Select a service call, select More, and then select the Tasks tab. Select a task, select More, and then select the Attachments tab.

   • Time Entry: In the Time Entry form, select the Attachments tab.

2. Select Add. 

3. Enter a Description for the attachment. (optional)
   If you are entering multiple attachments, the description entered here will be used for all the attachments. You can edit each attachment’s description by selecting the specific attachment and then selecting More.

4. Click Select Attachments.

5. Select the pictures or files, and then select Open. The attachments are displayed in the Attachment pane.

6. Select Save. After you attach a file, the file description and type are shown on the Attachments tab for the service call.

View or Change an Attachment

You can view and mark up attachments that originate in Service Management, Job Cost, or MobileTech. File formats for attachments, such as PNG or PDF, are displayed when you select the Attachments tab. See Additional attachment options in MobileTech that are available after you have added the attachment.

If an attachment is too large to be downloaded during normal processing, an Attachment pane will display this information. You also can use this pane to manually download the attachment.

1. Select the specific service call, appointment, equipment, time entry, location, or task.

2. Select More, and then select the Attachments tab. 

3. Select an attachment.

   • Select More to see information about the file. You can change the description of the attachment and then save the changes.

   • Select Edit Image to mark up the attachment. For example, if the attachment is an image of a piece of equipment that needs a part replaced, or to call out damage to the piece of equipment, you can mark up the area on the image. You can also write on the image.

4. Save the changes.

Copy and Paste an Attachment

Although you can attach images to service calls, depending on the device that you use, you sometimes can't directly attach other types of files to service calls. However, you can copy other types of files and paste them into MobileTech to be saved as an attachment to a service call.

For example, suppose you use an iOS device and your organization requires you to fill out PDF templates for service calls. After accessing the template from your email, a website, or other shared location, you can open the file in a PDF editor app, enter information in the template, save and flatten the modified PDF, and then use the iOS Open in menu to copy and paste the PDF into MobileTech.

The copy and paste options may vary, depending on your device and the apps you've installed. For information about copying and pasting specific types of files, consult the documentation for the apps that you used to open those files.

1. Open the document on your device. Long tap on it to display the available actions, and select to open the file in an associated program, such as a PDF editor or word processing app.

2. Edit the information as needed and save your changes, flattening the document if necessary.

3. Select the Share button, and then select Open in > Copy to MobileTech. If MobileTech is open, you'll see a message that says, "Paste file wherever you want."

4. Open the service call to attach the file. If MobileTech isn't open, you'll have to navigate to the Attachments pane the next time you open MobileTech.

5. From the menu, select Paste to paste the file into MobileTech.

6. Name the document and select the Save icon. The file will be synced as an attachment to the service call.

Additional Attachment Options in MobileTech

Before Syncing

After you have attached an image or file in the Attachment window, but you haven't synchronized your device, you can delete or view the attachment. When viewing the attachment, additional options that are device-specific are available.

After Syncing

After you have attached an image or file in the Attachment window, and you have synchronized your device, you have additional options that can be found by selecting the menu icon.

The following options are available, depending on your device's operating system:

• Clear - Removes the existing attachment. You can then select to Capture Picture, Choose Picture, Select File, or Paste.

• Open - Opens the attachment in another app.

• Copy - Copies the attachment to the clipboard.

• Print - Prints the attachment.

• Email - Emails the attachment.

• Export - Allows you to save to the file system.