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When filling out a service request, Siebel eService users can use the Description field to describe their issue. When the description is greater than the allowed number of words, Siebel eService automatically creates a text file attachment and stores the file. You can also map this Description field to any database column (such as the extension column) with a character maximum of any specified number, defined by the database table.
NOTE: Autocreation of attachments is designed to work when you enter the description in a new record. By default, the Description field is not editable. If you configure the product so the Description field is editable, the attachment is created only the first time that the Description field contains more than the allowed number of characters. If the user edits the description, the attachment is not changed, and there may be in an error indicating that the description is too long.
By default, the maximum length of the description field is 2,000 characters. To modify this functionality, use Siebel Tools to configure the Max Description Length user property of the Service Request (eService) business component, and specify a value for the maximum limit of characters for the auto file attachment creation. For instructions on mapping business component fields to database fields other than the default ones, see Using Siebel Tools.
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