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Attach screenshots, documents, and supporting details

2 minute read Updated 2 months ago Customer-safe guidance

Attach screenshots, documents, and supporting details

Summary: Attach only files that help DSE understand or resolve the request. Production permits files up to 15 MB and requires authorized ticket access to retrieve protected attachments.

AudienceDSE customers and authorized contacts
Procedure3 guided sections
Checklist13 specific actions
ReviewedJuly 16, 2026
Visual walkthrough4 visual references for this procedure
Illustrated DSE secure attachment checklist.
Illustrated customer-safe attachment example; all records are fictional.
Numbered step path for Attach screenshots, documents, and supporting details.
Mobile-readable step map matching the guided sections in this article.
Verification and closeout guide for Attach screenshots, documents, and supporting details.
Mobile-readable verification, escalation, and handoff checkpoints for this procedure.
Annotated DSE walkthrough for Attach screenshots, documents, and supporting details with three numbered red callouts.
Sanitized, production-faithful walkthrough. Follow the numbered red boxes and arrows to confirm context, complete the action, and verify the result.
01Useful evidence
  • A screenshot that includes the complete error and application or device context.
  • A clear photo of the affected camera, reader, panel, workstation, cabling, indicator light, or label.
  • A short document with approved scope, quote, invoice, purchase reference, or scheduling detail.
  • A small exported log or text file that covers the relevant time window.
  • Example event timestamps for video, access, alarm, or network investigations.
02Prepare the file
  • Crop unrelated desktop, inbox, contact, or customer data.
  • Remove passwords, private keys, one-time codes, payment information, and unnecessary personal data.
  • Use a descriptive file name and keep each file at or below 15 MB.
  • Explain what the attachment shows and why it matters in the ticket text.
03Confirm upload
  • Wait until the file appears in the form or ticket conversation before submitting.
  • Confirm the updated ticket shows the attachment after submission.
  • If upload fails, retry once with a smaller file or common format and include the exact error.
  • Do not split sensitive material across several tickets to bypass a limit.

Content owner: DSE Service Operations · Production review: July 16, 2026

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