Attachments Library
On a fresh install of r11, the attachment repositories of Knowledge and Service Desk are already configured and operational. Additional work is required when performing a migration.
Facts
The attachment functionality uses Tomcat exclusively.
Knowledge Tools and Service Desk utilize the same attachment mechanism, but have their own distinct requirements. In particular, every Knowledge Repository must contain a folder, while the Service Desk Repository does not.
Tips
Ensure your default Tomcat port (usually 8080) has firewall access for users outside of the firewall. Just because they have Service Desk access, which is usually the default port 80 used by IIS and Apache, do not assume they have access to attachments.
The Java Client (aka Admin Client, FAT Client) can be configured to utilize the web client for uploading attachments. This can be a good workaround for issues with uploading attachments via the Java Client. When this modification is implemented, a web generated pop-up will appear in place of the java client window. The integration is seamless. Configure Java Client to Use Web Client for Uploading Attachments
