Add Attachments to a Service Call

You can add attachments, such as documents, images, and videos, to service calls in Service Management. The attachments will be available to view and change from the attachments list for a service call 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 to service calls 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 files 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.

Adding Attachments

These procedures discuss attachments that are associated with existing service calls.

Add an Attachment to a Service Call

These procedures discuss attachments that are associated with existing service calls. You can take photos or record videos to add to service calls or attach existing images and files.  See Additional attachment options in MobileTech that are available after you have added the attachment.

1. Select Service Calls and select the service call.

2. Select More and then select the Attachments tab.

3. Select Add. 

4. Enter a description for the attachment.

5. Select the File tab, and then select the menu icon.

6. Select Choose Picture or Select File or Paste. (The actions that display are dependent upon your device.) Go to the location where the picture or file is stored. Select the picture or file, and then select Open. The attachment is displayed in the Attachment pane.

7. 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 on a Service Call

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 Service Calls and select a service call.

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 to a Service Call

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.