Attaching a File to a Service Request or a Service Message
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Overview
You can attach a file or files to a service request or service message to clarify or add details, to include the necessary paperwork, or to resolve an issue with a message or a rejected request. Historically, you needed to fax or mail this type of information to Fidelity.
When a document is attached to a request and then submitted, it cannot be deleted and becomes a permanent record associated with the request. NOTE: You still must fax some forms to Fidelity. Please contact your dedicated service team for further information.
You can attach a file at the following points:
Service Requests
- When Initiating a Service Request: Click the Attach a file link on the Confirmation screen to display the Add Attachments screen.
- When Viewing a Service Request: Click the Add Note/Attachments link to display the Add Note screen, which also contains an Attach a file selection.
- When Modifying a Service Request: Click the Attach a file link on the Modify Confirmation screen. NOTE: Attaching the file from this screen changes the status of the service request. Therefore, you should attach the file using this screen if you are trying to resolve a NIGO situation concerning the request.
- When Reopening a Service Request: Click the Attach a file link on the Reopen Confirmation screen. NOTE: Attaching the file from this screen changes the status of the service request. Therefore, you should attach the file using this screen if you are trying to resolve a NIGO situation concerning the request.
Service Messages
In the following situations, click the Add Note/Attachments link to display the Add Note screen, which contains an Attach a file selection.
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Constraints
Please be aware of the following constraints when attaching files to your service requests or service messages.
- You can attach up to a maximum of ten (10) files to a service request or service message.
- You can attach files in the following formats: CSV, DOC, PDF, PPT, TIF or TIFF, TXT, and XLS. NOTE: TIF and TIFF files are converted to the PDF format when opened and viewed in
and viewed in Service Center.
- The maximum size of any one file is 10 MB.
- The maximum length of the filename, without the extension and without the file path, is 100 characters.
- The filename may not have a period in the first position and may not include the following characters: |\?*<":>/().
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Attaching a File to a Service Request or a Service Message
- After selecting the Attach a file checkbox on the Add Note screen (both service requests and service messages) OR clicking the Attach a file link on the Confirmation screen (service requests only), the Add Attachments screen displays.
- Click the Browse button to locate the desired file and populate the associated field.
- Once you find the file, click the Add to List button. An Uploading Message screen displays.
- When the Add Attachment screen displays again, the filename is included as a link in the List of attached files section of the screen. NOTE: You can attach up to ten files to a single service request or service message.
- If you wish to delete a file from the attachment list, you must do so at this point by clicking its Remove link.
- Use the drop-down menu to identify the reason you are attaching the file(s).
- Read the disclaimer information concerning the file you attached and click the associated checkbox. NOTE: Clicking the checkbox activates the Submit button. Therefore, if you do not make this selection, you cannot add the file.
- When all entries are complete, click the Submit button. An Uploading Message screen displays. NOTE: Once you click the Submit button, any attached file becomes a permanent record and you cannot delete it from its association with the service request or service message. Also, you cannot edit it.
- The Confirmation screen displays with the attached file(s) listed at the bottom of the screen.
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