How to provide files to Sitecore Support

  • There are three ways to provide files to Sitecore Support:

    • Attach to a ticket
      • Available via the Support Portal interface.
      • Only for files smaller than 10MB.
    • Upload to Sitecore Support Box Storage
      • Available via the Support Portal interface.
      • Easy management of all your files in one location.
      • Upload of large files is allowed (up to 4 GB).
  • attach to a ticket

    There are two ways to add attachments to a ticket via the standard Support Portal interface.

    Use the right sidebar on the multiple tickets view to add attachments:

    1. If the Details sidebar is hidden, click Details on the right.
    2. Click on an issue in the table.
    3. To add an attachment, click + (add).

    Note: If you do not see the Attachments tab, make sure that it is enabled:

     

    Use the Attachments tab in a single ticket view t o add attachments:

    1. Select an issue in the table and click View. The issue is opened in a new window.
    2. In the Attachments field located at the bottom of the ticket view, click Add.

    Important: Three months after the support ticket is closed, associated attachments are automatically cleaned up. This excludes assembly files and code samples provided by Sitecore Support representatives.

  • Upload to Sitecore Support Box Storage

    To upload files to Sitecore Support Box Storage:

    1. Log in to the Sitecore Support Portal.

    2. Click the My Files link in the top right corner of the main window or navigate to the https://support.sitecore.net/helpdesk/box.aspx page in the browser directly.

    3. After the page loads, click the Click here to upload files panel. This action initiates an upload process and a new dialog is rendered in the same panel.

    4. Drag and drop files that you want to upload to the active area of the new dialog box.

    Another option is to click the browse your device link to choose the files for upload, select the required files, and then click Open.

    Note: You cannot upload more than 3 files at once. Do not forget to follow best practices: split large files into several parts (not bigger than 1 GB); if you need to upload many small files, archive them together into one file to simplify the upload process.

    5. The selected files are added to the upload form with the progress bar.

    Optionally, you can fill the Ticket reference field with the ID of a support ticket that is related to the current files. Another way to create a reference to a support ticket is to leave this field empty and specify the ticket ID in the file name of the uploaded file after the '#' character. For example: #555555mylogs.txt.

    Finally, to start the upload process click Upload.

    Important: Do not close the page until all uploads are completed. After reaching 100% of upload progress, the system needs some more time to verify the checksum and to add the file metadata, therefore successful completion of the upload process is indicated by a green check mark character.

    After successful completion of all uploads the Upload dialog is automatically closed and the Files panel is reloaded to reflect the latest changes.

    Features of the Files panel

    1. Delete files

    • Click the files that you want to delete to mark them. Note: You cannot mark and delete more than 5 files at once.
    • To delete the selected files, click Delete selected file(s).
    • To confirm the action click OK in the pop-up alert.

    2. Sort files

    You can sort files by Name, Date, and Size parameters. To select the type of sorting, click the square icon with arrows that is located in the top-right corner of the Files panel.


    Sitecore Support Box Storage security:

    1. Files uploaded via this dialog are accessible only to Sitecore Support engineers and are automatically cleaned up 90 days after the upload date.

    2. Your colleagues are able to see the full list of files but cannot download them.

Applies to:

Sitecore Support Portal 1+

November 19, 2014
February 11, 2019

Keywords: 

  • Support Portal