For any request being managed by the Service Desk there may be the need to include files or documents to help progress that request. This may include anything from log files or work orders for use by the Service Desk teams or providing manuals and help documentation for a customer to download. An important part of this is controlling who you are sharing these files with.
When attaching a file or document to a request there are options to control who will have visibility of that file. When providing documentation or manuals to the customer, simply changing the visibility level will allow that customer to download and view the file from the Hornbill Service Portal. When attaching documents containing technical details or sensitive information, simply elevate the visibility so that only the Service Desk can see and use the file.