If you are ever experiencing difficulty attaching documentation to your case, you can always try emailing
PCSDesk@ca.com and in the Subject Line input the case number.
You can either put screenshots onto the body of the email or you can attach items to that email and they will automatically attach to the case.
CA.com mail will only take up to about 4mb so you do want to be aware of the size of anything you are sending.
I hope this helps!