Adding Attachments in Remote Tech (Post from Jon Balter)

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.

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.

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.

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