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You can add an attachment to an existing ticket. The product allows you to upload a file directly or through a URL as an attachment. You can also use the drag and drop feature to attach five files at a time. 

Note: The drag and drop feature allows the user to quickly insert attachments, for the current ticket or incident. However, for the drag and drop feature, you cannot set the parameters for the attachments to define it as public or non viewable.

You can use the following steps to add an attachment. To add multiple attachments, you must repeat these steps.

Follow these steps:

1. Double-click a ticket to open it in a new tab.
2. Scroll down to the Attachments section and click Add New.
3. Select the Attachment Type and add the attachment.
   
   1. When you select File, click Browse and select the attachment file.
   2. When you select URL, provide the path to the attachment file in the URL field.
4. Enter the name and description of the attachment.
   Note: The Name field automatically takes the name of your attachment file. If you want, you can modify the name to suit your requirements.
5. Select the Global Attachment check box, only if you want the attachment to be public or you want to relate this attachment to another ticket.

          Note: This check box is visible only for the existing tickets or only after you save the ticket.

     6. Select the Not Viewable by End Users check box, only if you want to hide the attachment from the end users.

         Note: This check box is visible only for the existing tickets or only after you save the ticket.

     7. Click Upload.

Your file is attached to the ticket.

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