The role of attachment categories
Cases may require that users upload documents needed to process and resolve the case. For example, an auto insurance claim may require the submission of an accident report and a repair estimate before a claim can be approved. To organize attachments, developers can create attachment categories to differentiate different attachments added to a case.
Attachment categories incorporate a security component. This component allows a developer to manage access to attachments at the category level; for example, allowing one group of users to access an accident report, and a different set of users to access a repair estimate.
For each attachment category, you can identify the types of allowed content, such as a file, URL, or scanned document. The available file types are described in the following table.
|File||A document file, for example, a Microsoft Office file|
|Note||A note field for you to enter text|
|Screenshot||An image file, for example, a JPG or PNG file|
|Scanned document||A PDF, JPG, PNG, or TIFF file|
|URL||A URL link to a web page|
|Correspondence||A correspondence rule|
Attachment category access control
Attachment categories allow developers to manage access to the attached content. You apply a privilege or when condition to an attachment category to allow or deny attachment actions to users.
Use a privilege or when condition to control access to an attachment category. When you add the privilege, select the actions to allow if the user has the privilege. For each when condition, select the actions to allow if the condition is true.
Users can perform an action on attachments in the category if they have at least one of the required privileges, and all of the when conditions for the action are true.
In the following image, click the + icons to learn more about an example configuration for an attachment category rule.
Attachment-level access control
You can secure individual files within an attachment category to restrict access to the attachment itself.
Configure attachment-level access control to allow users to determine who can access a specific attachment within the category. When users add an attachment to the category, they identify one or more work groups to which access to the attachment is allowed.
To enable attachment-level access control, select the Enable attachment-level security check box on the Security tab of the Attachment category record.
Check your knowledge with the following interaction.