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Hi @dschipfel This is built and in A link is a first-class documentYou can drag a file in, or paste a link to one that lives in SharePoint, Google Drive or whatever document system you already run. FreeITSM stores the address rather than the file, and the two appear in the same list and behave the same way afterwards. That was deliberate. Your list of use cases reads like people who mostly already have somewhere to put documents and just need the record to point at the right one. Making FreeITSM a place you have to migrate into would have been the wrong answer to that, so it does not ask you to. Attach links and it becomes the index that says which documents matter to this contract; attach files and it holds them; most installs will do both. Where it is
Tickets are a deliberate exception - they already have attachments arriving by email, with their own viewer. Two differently-behaved attachment boxes on one record seemed worse than one. A document can still be attached to a ticket from elsewhere, it just does not get its own box there. One document, several recordsA warranty covering eleven laptops is one document attached eleven times, not eleven copies. Upload it once, then on the others start typing its name under "attach a document already in FreeITSM" and pick it. Every document has an ⓘ showing everywhere it lives, and Remove takes it off this record - it is only actually deleted when the last record lets go. PermissionsYou listed "permissions controls" as a feature. It ended up being the core of the design rather than an option, and it works out at nothing to configure:
If you can see the contract, you can read its documents. If you cannot, the document is not in the list, not in search, not in the command palette, and not available at its own web address either. It follows the access people already have, and it keeps following it when that access changes, because the question is asked when they ask it rather than written down at upload. The consequence is worth knowing: attaching a document somewhere widens who can read it. So the interface tells you where a document already lives before you attach it elsewhere, and if some of those places are records you cannot see, it says "and 2 other records you do not have access to" - a count, never a name. Searching inside themThe text of attached PDFs, Word files and spreadsheets is read in the background and indexed, so the command palette finds the contract that mentions a clause and not only the one named after it, under a Found inside documents heading. Each result carries an ⓘ too, which is arguably more useful there - you have just matched a phrase and may have no idea what it belongs to. PDFs and scans need Apache Tika configured under System → Search. Plain text and Office files are read without it. If Tika is not running nothing breaks and nothing is lost - those documents are findable by name until it is, and then they catch up on their own. What I did not buildBeing straight about this rather than letting you find out:
Versioning and a download report are the two most likely next steps if there is appetite. Documentation
There is also an optional maintenance job ( If you try it, I would genuinely like to know whether the link-or-file choice matches how you work, and whether anything obvious is missing from the list of modules. |
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File attachments are extremely valuable for documentation, compliance, and knowledge sharing. While attachments are already available in some areas of FreeITSM, it would be beneficial to support them consistently across all major modules.
Current challenge
Many records require supporting documents that are directly related to the item itself. Currently, users often have to store these files externally or reference them through notes and tickets.
Examples include:
Suggested solution
Provide a standardized attachment feature that can be enabled across all modules.
Recommended capabilities:
Benefits
For many organizations, the associated documents are just as important as the record itself. Allowing file attachments across all modules would make FreeITSM a more complete platform for documentation, asset management, contract management, task tracking, and knowledge management.
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