Overview
Guidelines

- Attach a File to a Service Item

Overview

Attach one or more files to a service item to clarify or add details, to include paperwork, or to resolve an issue. Once submitted, the file cannot be deleted and becomes a permanent record associated with the service item. To update an attachment, download a copy of the attachment, edit it, and attach the revised attachment.

You can attach a file when performing one of the following for the service item, where entitled:

Service Requests

• Initiating a Service Request
• Modifying a Service Request
• Reopening a Service Request

Service Messages

• Reopening a Service Message
• Responding to a Service Message

Guidelines

• Maximum number of files you can attach to one service item is 10.
• Maximum size of an attachment is 10 MB.
• Maximum size of any one file is 10 MB.
• Maximum length of a filename, without the extension, is 100 characters.
• Filename cannot have a period in the first position or include these characters: |\?*<":>/().
• Eligible file formats are: csv, .doc, .pdf, .ppt, .tif, .tiff, .txt, .xls, .docx, .pptx, .xlsx, .jpg, .jpeg, .png.
• Avoid attaching a password-protected file to a service item. The servicing area will deem the item as not in good order (NIGO). To resolve, attach the file a second time, without the protection.

Attach a File

1. Select Add Attachment.

   - Browse to locate the file(s).
   - Select Open.
   - The file(s) now list in the Attachments section.
   - Repeat this step to attach up to 10 files.

   - To open an attachment, select its file name.
   - To remove an attachment, select its Delete or Remove link.

2. Read the Legal Agreement regarding the attached file(s) and select the check box to acknowledge the agreement.

   - Selecting the check box activates the Submit button.

3. Select Submit.

   - Once you select Submit, you cannot delete attachment(s).

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