For security reasons, only the following files can be opened in Service Desk Console by default: jpg, jpeg, png, bmp, gif, doc, docx, xls, xlsx, xlsm, ppt, pptx, pdf, txt, log, csv, xml, zip, eml, msg, htm and html. If you click or double-click on an attachment having a different file extension, a dialog box for saving the attachment will open.

If you want to also open attachments with other file extensions than those listed above by clicking or double-clicking, run the following SQL script:

UPDATE tProperty SET sPropertyValue = 'jpg, jpeg, png, bmp, gif, doc, docx, xls, xlsx, xlsm, ppt, pptx, pdf, txt, log, csv, xml, zip, eml, msg, htm, html, rtf' WHERE sProperty = 'ServiceDesk.Console.SafeAttachments'

After the execution of the script you will also be able to open rtf files by clicking or double-clicking on them. The list of extensions can be modified as necessary; individual extensions must be separated with commas. The extensions are not case-sensitive.

Run the following SQL script to restore the default settings:

UPDATE tProperty SET sPropertyValue = 'jpg, jpeg, png, bmp, gif, doc, docx, xls, xlsx, xlsm, ppt, pptx, pdf, txt, log, csv, xml, zip, eml, msg, htm, html' WHERE sProperty = 'ServiceDesk.Console.SafeAttachments'

Note:

Run the following script: UPDATE tProperty SET sPropertyValue = NULL WHERE sProperty = 'ServiceDesk.Console.SafeAttachments' to open attachments with any file extensions by clicking or double-clicking on them.

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