In the Attachments area of Remote Tech you can add attachments to a service call, as well as view any attachments that have previously been added. The ability to add attachments gives you an additional method of providing information that would assist in closing the call. For example, you may take a picture of damaged equipment and attach the image to the service call. Our Process ID181 can send a completed call notification, with the option to include the tech's note (variable Z), we could also include the photo. If you want to review the notes your techs are adding use ID743.
Setting to allow attachments:
First, you need to make sure that attachments are enabled in the Remote Tech settings. Under the Service Call options (1) click on Allow Attachments, then check the box to Enable feature (2):
You also need to check that your options for attachments in eAutomate are set correctly. It's important that the storage location has the full UNC network path (sometimes an IP works best) and that the megabytes are not set to something small like 1 (recommend setting to 50 at minimum).
Go to Tools, Options, and then under Misc options (1), click on the button for File attachment options. You'll see the Local network path (3) and the maximum file size in megabytes (4):
You need to make sure in IIS whatever the user is running your app pool has access to the shared folder.
First, go to IIS Internet Information Service and then select Application Pools.
-You should have a few. Find the one for Remote tech. The default is RTS AppPool.
On the far-Right select Advanced settings.
-Scroll to Identity, this is the user that your website acts as.
For me it ssihou\easvc, this is a service account for me.
Make sure from this location it can browse to the network location from the options.
How to best test… Login to the webserver as this account. So for me, it is ssihou\easvc. Then browse in file export to the file director. It should not require any login. If it does you need to change the permissions on the folder. Also, try to create a file in the directory.
Troubleshooting after Updates:
Often after updating Remote Tech, you may need to alter your Application Pools:
By Default Remote tech creates the RTS AppPool. The default for all pools Identity (User) is ApplicationPoolidentity and most likely this local account can’t save to your location in eAuto.
You can find where the files are saved in eAutomate-> Options-> Misc. options->File attachment Options then location file path. Also check the max size and make sure it large at least 50 mb. Reviewing this I increased my store to 1000 (storage is cheap now).
Note: Make sure the “Local Network Path” is using the FQDN (Fully Qualified Domain Name) Here is more information on that if you need it. https://serverfault.com/questions/908527/windows-file-share-through-fqdn
You can use IP but I don’t recommend that. Check that your “Local Network Path” on the webserver is accessible. Then open file explorer and paste what is in the options.
If it pops up and asks for credentials, then you need to change the folder location settings. You can make this wide open but I recommend you limit it to users. But if you are logged then you should be a user and it should not ask.
So now we know we can access the file location. Key 1 done. Now we need to make it so that the Applications Pool can, most likely the local login will never be able to.
Go to IIS then Application pools the click on RTS AppPool Click advanced settings
Scroll to Identity. Click the (three dots).
Now put in a server account. Don’t use a user or administrator. You can use an administrator to test but a server account is what you want. This account should be able to log in to the folder location.
Set it, then get out. Now you just need to recycle and stop and start the application Pool. First Recycle then stop and start it.
The other location I change all the time is “connect as…” Click on the website for remote tech, default is RTS. Click on basic settings on left side.
Click “Connect As”, specific user is the same service account, then select ok. Finally click to test.
We want green. Restart the website: click on Default Website, then manage website- click restart.