Many thanks to Charles Baldi for pointing me down the right road - Thanks Charles!!!
Problem: While working in the ITSM Incident Management console and working tickets from a second level support position. Each time they open an attachment in a work info entry the attachment opens the same file no matter which ticket they are working on. Problem is caused by tier-1 agents creating tickets from inbound email messages, they are trained to save the email and add as an attachment to the ticket -BUT- they were all using the same generic file name of "email.pdf". When someone opens an attachment in Remedy it is saved to the person's hard drive in the temp folder under their Windows profile. If another attachment is opened with the same name Windows will place a number at the end of the file name such as email1.pfd; email2.pdf; etc. When Windows reaches 99 it doesn't know what to do. Fix - Have the individual tech delete all files under the C:\Documents and Settings\<Person's Name>\Local Settings\Temp folder. Recommend a change in policy or training for tier-1 techs to use ticket number or something in the attachment file names to prevent problem from happening in the future. Robert Dalton _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
