Managing Access to
Images Managing Access to
ImagesIn iSupport entry fields with a toolbar, you can use the Image Manager
to upload saved screenshots and other images. Images
are saved in the Images folder in the database and associated with folders
on which group access restrictions can be enabled. Note that images in
inbound email are still stored as attachments.
Use the Options and Tools | Image Management configuration screen to delete and restrict access to folders and images uploaded via the Image Manager. Image Management Screen Example
To enable only certain support representative groups to access the Images folder and/or one or more folders below it, select the folder and click the Edit link. The following appears; click the Add link to select the group(s) that can upload to or access the files in the selected folder. Use the Available to mySupport checkbox to enable customers to view the images in that folder that are included in iSupport records such as incidents, problems, changes, knowledge entries, etc. Image Management With Restricted Groups Example
Note: In versions prior to Version 14, images added via email processing or uploaded by support representatives via the toolbar were added to the root of the Images folder; these images were unreferenced by iSupport. (iSupport started tracking references in Version 14 and added images into applicable folders, including the EmailProcessing and iSupport_Social_Client folders.) The Maintenance agent in this release searches pre-Version 14 installations for those images that were unreferenced and added prior to Version 14. Once the agent completes, an asterisk (*) will appear next to each unreferenced image for deletion if applicable. An email will be sent to support representatives designated as Administrators if the agent detects more than 100 unreferenced images. You can delete unreferenced images in a folder and its subfolders by selecting the folder and clicking the Delete Unreferenced Images link.
