Attachments

About Attachments

Attachements are files that are uploaded and "attached" to a Case or to a record in some other platform Object.

Considerations

• All files are added to the Attachments object, except for the special file field that comes predefined as a part of the cases object. (A file uploaded to that field is stored as part of the record.)

• When viewing Case details, a button button appears that lets you upload a file to that field.

• As with any other file field, the field changes to show the file, when a file has already been uploaded.
• In essence, that field defines a "primary" file that can be labeled and attached to a case.
• However, unlike other file fields, anything uploaded to the default file field in the Cases object also appears in the list of Attachments that appears in the sidebar.
  (Files uploaded to other file fields do not appear there.)
• So even if multiple files are added (using emails, for example), there is only ever one "primary" file associated with the case, and that file is displayed in the details area of the record.

• A file added in the sidebar is a private attachment that is never visible to an external user. It is added directly to the Attachments object.

• A file added in a Private Note or Email has a slightly different button:

• A file added using that button also goes directly to the Attachments object.
• If added in a Private Note, it is a private attachment that is never visible to an external user. It is only visible if it is added to an email, It is then a public attachment that does display in the service-portal file list that is visible to an external user.

Working with Attachments

Adding an Attachment

To add an attachment to a record:

1. When viewing or creating a a Case record or some other record, under Attachment, click [Select a File].
2. When adding Private Notes and Email Messages, click [Attach File].
3. When viewing a record, under Files in the sidebar, click Add File.
4. Fill in the Attachment Settings
5. Click [Save]

Viewing Attachments

When viewing a a Case record or some other record, attachments are listed under Files in the sidebar.

Clicking an attachment lets you download it or view it immediately, depending on your Service Provider's networking.properties configuration. (In the cloud, attachments are viewed immediately.)