are you attaching an attachment in your Service Request(means opening the Service Request from the Request Entry..and there you view the details and going to activity log tab and creating a worklog with an attachment)??? and that is not passed to backend apps???
let us know you exact use use where you are adding...
Yes..I'm doing the same,,,, and I do not get the attachment in backend applications, instead Im getting "Refer to the Service Request for the work info attachment." in short desctription field of worklog ( Incident /workorder/Change).
correction: Im using 7.6.03 ver
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i think out of the box in your version there is no feature to pass in the attachment from srm to backend apps, however the same has been developed and available from 7604 onwards....so i would recommend you to upgrade to the latest version to avail this feature...
yes through cai events the latest version is passing the attachments from srm to backend apps....configuring the cai plugin for this is not so striaght forward
may be what you can do is have a filter on the destination form...hpd:worklog/woi:worklog/chg:worklog....when the workinfo is coming from SRM let this filter go and query the SRM:Work Info and fetch the attachments if there is any...but identify which field you can use to do the same...like if there is a field which comes from srm to backend fulfillment application that helps us to identify the work log entry in the srm:request it will be easy for us to use that parameter and query and bring and set the attachments though a filter which runs on submit of the backend app work log forms...may be you can have a shared workflow on these backend apps form if that fits in.....
this has been discussed many times before - the system does not pass attachments from SRM through to the backend applications. This is to avoid duplication and having the same file in multiple places in the system.
There is however functionality in the latest versions to make accessing these attachments from the backend applications easier.
Access to attachments
If a requester adds attachments to a request, the attachments are now accessible from the backend fulfillment applications. You can open the attachment directly from the backend form (instead of from the Request Details form). This significantly reduces the number of clicks and open windows.
Conversely, from the Request Entry console, requesters can access attachments that are added on Work Info
entries if they are labeled as Public.
Is there any way I'll just pass the attachment directly from the SRM:workinfo to the worklog form (HPD,CHG,WOI),
without diturbing any interface forms..Actually Im searhing for the foriegn key to do this task between these modules..GUI ID will not work in this case.