File Server?

Hello, I need to attach a file to a ticket generated in IPaaS. I have uploaded the file (via a service page), but the KB Documentation states that these files are stored on the File Server. I need to get to the file server to extract the file ID for the IPaaS call.

How do you inspect the files in the file server or get the file ID of an uploaded file?

Thanks, Tevis

Asked by Tevis Boulware on Wed 12/4/24 6:24 PM Last edited Thu 12/5/24 12:23 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Thu 12/5/24 8:58 AM

Hello Tevis,

Are you first creating a ticket via the service catalog, and then a workflow on that ticket is causing another ticket to be created via iPaaS? Is that the process you're attempting, or am I missing steps in that sequence?

Sincerely,

Mark Sayers

Sr Support Consultant, CS

1 of 1 users found this helpful.
I create a parent ticket with a workflow attached. When a supervisor approves the request, the workflow triggers an IPaaS flow that creates a child ticket for the parent.

I need to be able to attach a document to the child ticket. The IPaaS action allows me to do this but a file ID is required, and I need to be able to find that file ID in the file server. - Tevis Boulware Thu 12/5/24 11:14 AM
Hi Mark. I was able to find the file ID (moved the file into a workspace briefcase, then moved the file into the File Cabinet).

However, now when call the IPaaS action to attach the file I get the following error message:

"HTTPResponseCode": "415: UnsupportedMediaType"

This is a simple PDF file, and the IPaaS call is attached.

Any ideas? - Tevis Boulware Thu 12/5/24 12:23 PM
Hi Mark, have you been able to review why I cannot attach a file to a ticket through the IPaaS/TDX API?

Thanks, Tevis - Tevis Boulware Wed 12/18/24 11:42 AM
Carrie Willis Wed 12/18/24 12:55 PM

Hi Tevis,

It's a bit misleading -- the "FileID" is not an ID or UID of a file (like "7ea8f847-3683-43e4-8ff1-e39cf075159e"), but the actual file object itself. The way you would typically attach a file to a ticket is like this:

  1. Use a connector step to do a "Get File" type action -- this may be the "Get Attachment Content" action on TDX tickets, a "Get File" on Windows File System, or "Get File Content" on whatever connector you're using to retrieve the file.
    1. In the data picker, a file object uses an icon that looks like a piece of paper with the corner folded down
    2. In the response body on the "Get File" action, the file content looks something like "@file:7ea8f847-3683-43e4-8ff1-e39cf075159e" or similar in the output data
  2. Use the TDX Tickets: Upload Attachment" action to upload the attachment:
    1. App ID: the ticketing application ID where the ticket is located
    2. Ticket ID: the ticket ID of the ticket to add the attachment to
    3. File ID: the file object from the "get file" action (icon looks like piece of paper)
    4. File Name: the file name of the attachment as it should appear on the ticket

Please let me know if this helps! If not, it'd be helpful if you shared a link to the flow where you're attempting this, and I can add a little demo to it.

Best,

Carrie
Managing Consultant, TeamDynamix

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Carrie, thanks for the detailed explanation (as always). I haven't tested this since the customer doesn't want the attachment (and I don't have time to test something I won't be using). However, I will test it when I get a chance (keeping in mind that I am a team of one). - Tevis Boulware Thu 12/19/24 11:24 AM