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Identity Manager 9.2 - Web Portal User Guide

General tips and getting started Managing reports Requests
Setting up and configuring request functions Requesting products Managing the Saved for Later list Pending requests Displaying request history Canceling requests Renewing products with limit validity periods Unsubscribing products Displaying requests Undoing approvals Managing request inquiries directed at you
Attestation
Managing attestations Pending attestations Displaying attestation history Managing attestation inquiries directed at you
Compliance Managing risk index functions Responsibilities
My responsibilities
Managing my departments Managing my application roles Managing my devices Managing my business roles Managing my identities Managing my cost centers Managing my multi-request resources Managing my multi requestable/unsubscribable resources Managing my resources Managing my software applications Managing my locations Managing my system entitlements Managing my system roles Managing my assignment resources
Managing task delegations Ownerships
Managing data
Managing departments Managing user accounts Managing business roles Managing identities Managing cost centers Managing multi-request resources Managing multi requestable/unsubscribable resources Managing resources Managing locations Managing system entitlements Managing system roles Managing assignment resources
Opening other web applications Managing tickets Appendix: Attestation conditions and approval policies from attestation procedures

Displaying ticket attachments

To obtain an overview, you can display all the files that are attached to tickets.

To display ticket attachments

  1. In the menu bar, click Help desk > Tickets.

  2. On the Tickets page, click the ticket whose attachments you want to display.

  3. In the Edit Ticket pane, click Attachments.

  4. (Optional) To display attachments in folders, next to the relevant folder, click (expand).

Attaching files to tickets

To make files (like screenshots, log files, error messages) available to others, you can attach them to tickets.

NOTE: Attach only relevant information and protect or anonymize sensitive or private data accordingly to respect privacy.

To attach a file to a ticket

  1. In the menu bar, click Help desk > Tickets.

  2. On the Tickets page, click the ticket to which you want to attach a file.

  3. In the Edit Ticket pane, click Attachments.

  4. (Optional) To attach the file in a folder, click the relevant folder.

  5. Click Attach file.

  6. In the dialog, select the file you want to attach and confirm.

Downloading ticket attachments

You can download file attached to tickets in order to save them locally.

To download a ticket attachment

  1. In the menu bar, click Help desk > Tickets.

  2. On the Tickets page, click the ticket whose attachments you want to download.

  3. In the Edit Ticket pane, click Attachments.

  4. (Optional) To display attachments in folders, next to the relevant folder, click (expand).

  5. Click the file to download.

  6. Click Download selected file.

Creating folders for ticket attachments

To organize and structure ticket attachments, you can create folders.

To create a folder

  1. In the menu bar, click Help desk > Tickets.

  2. On the Tickets page, click the ticket whose attachments or folders you want to create.

  3. In the Edit Ticket pane, click Attachments.

  4. (Optional) To create the new folder as a subfolder of an existing folder, click the relevant folder.

  5. Click Create folder.

  6. In the Create Folder, in the Folder name field, enter a name for the new folder.

  7. Click Create.

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