| Description | This article describes how to upload files to attach them to a Ticket. |
| Scope | FortiCloud Portal, Files. |
| Solution |
Old FortiCloud support portal:
The customer has 2 options to send files to the system and attach them to the corresponding ticket:
Enter the credentials of the Master User:
If the first page that appears is similar to the following, select Services (1) -> Asset Management (2).
The webpage should change as shown in the next image. Navigate to Support (3) -> Manage Tickets (4).
When the ticket list appears, choose the one that requires an attached file.
Navigate to the end of the ticket and add a required comment explaining the file being sent (5). Select Other (6), Keep the file (7), then Save (8). When uploading a file that will be modified in the future, it is recommended to choose 'Temporary Storage'.
The file will show as below when it is uploaded successfully (9).
After selecting Save, the message supplied will be seen as the last one on the ticket.
New version of the FortiCloud Support Portal:
The previous four steps are still the same. The Manage Tickets page will look different, as can be seen below:
The Active Tickets page looks like this:
Once the desired ticket is located (an active ticket can be found either from Manage Ticket or from Active Tickets), select the ticket number to view the ticket. Then, to add files to the case, expand the 'Ticket Conversation' part of the ticket. After expansion, there will be an 'Add comment' option on the right hand side. Select it.
Once 'Add comment' is selected, there will be an option to upload the file via 'File Upload' and add a comment in the comment section.
Select the 'File Upload' option, select the type of file, and select temporary storage or Keep the File. If the file needs to be modified in the future, 'Temporary storage' is recommended. Otherwise, 'Keep the File' is recommended:
After, select the file that is to be uploaded, add a comment (the comment is needed for the file to be uploaded), then select the submit option to attach it to the ticket.
Once submitted, the file will be reflected on the ticket:
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