Categorizing case attachments

To facilitate a more efficient resolution of your business goals, ensure that users have relevant data during case processing by selecting attachments categories that a case type supports. When you categorize attachments, you define business classifications to provide access control policies that are specific to each attachment category.

For example, first add a Classified category so that later you can define a group of users who can access the content of this category, such as managers.

You can save time by selecting an existing category or create new categories to address your business requirements. You can also specify whether an attachment of a specific category is required to resolve a case. Consider a scenario for a loan application case type, in which a resolution is possible only when a case contains a document with the proof of income of an applicant.

1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
2. On the Settings tab, click Attachment categories.
3. Click Add attachment category.
4. In the Category name field, identify an attachment category.
   • To create a new attachment category, enter a unique name.
   • To use an existing attachment category, press the Down arrow key, and then select the name of the attachment category.
5. Optional: To ensure that a case contains at least one attachment in the attachment category when a user submits the case, select the Required for resolution checkbox.
6. Click OK.
7. Click Save.

Result: The system applies your changes to all unresolved cases. Users can select the attachment category when they add an attachment to a case.What to do next: Define a set of actions that users can take on every attachment category. For more information, see Restricting user actions for case attachments.