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.
Useful 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.
Prepare 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.
Confirm 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.
Related resources
Content owner: DSE Service Operations · Production review: July 11, 2026