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Documentation for the support system

Attachments

The Attachments Page within the support system allows users to manage files related to a specific service request, such as screenshots and diagnostic images. Attachments help support teams better understand issues and reproduce problems more accurately.

 

🎯 Purpose of attachments

The Attachments Page is used to:

  • Provide visual evidence of errors or unexpected behavior

  • Upload screenshots or photos

  • Improve communication between users and support staff

  • Allow reviewers to quickly assess the context of the issue

Attachments form a key part of the troubleshooting and documentation workflow within the support system.

 

1. Attachment List (Left Panel)

Each attachment is displayed as a card containing:

✔ Filename

Examples:

  • SystemCrashUnexpectedly.png

  • screen.jpeg

✔ File type

Shown beneath the name (e.g., image/png, image/jpeg).

✔ Description

A short user-provided explanation that describes the purpose of the attachment.
Example:

An unexpected application crash occurred during active use.

✔ Metadata

Each file displays:

  • Add time — when the file was uploaded

  • User — who added it

Example:

Add time: 23.11.2025 11:26
User: user

✔ Actions

Each attachment provides two buttons:

  • 🗑 Delete — remove the file

  • 🔍 View — preview file on the right side

These controls help maintain clean and accurate documentation for each support request.

2. Attachment Preview (Right Panel)

When clicking View, the selected attachment is shown on the right side.
In the screenshot, the preview displays a System Error dialog:

System Error
The system has crashed unexpectedly.
Please contact your system administrator.

This area allows support staff to inspect the attachment without downloading it, ensuring quick access to critical diagnostic information.

🛠️ Typical user actions

On this page, a user can:

  • Upload a new file using the ADD button

  • Preview files in the right panel

  • Delete incorrect or outdated attachments

  • Add meaningful descriptions for context

  • Verify that the correct evidence has been attached before submitting the request

⭐ Best practices for using attachments

  • Provide clear, readable screenshots

  • Add short descriptions explaining what each file shows

  • Avoid uploading duplicates or unrelated files

  • Ensure timestamps on files are meaningful

  • Remove outdated attachments when updating a ticket