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Categorizing attachments on a case type rule form


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Organize the information and materials in your case types by creating categories for attachments. When you use a case type rule form to create attachment categories, you can access additional data about a category, such as a property that you can later use to reference attachments by category.

For example, in a Vehicle damage insurance claim case type, you can create an attachment category for photos of vehicle damage that a customer service representative (CSR) needs to examine when reviewing an insurance claim. You can then easily access attachments in this category by referencing a relevant property. To meet your specific business needs, you can also create multiple attachment categories for every case type.

Categorizing attachments through a rule form is an option suitable for advanced developers. You can also create attachment categories in Case Designer, in the case type settings. For more information, see Categorizing case attachments.

  1. In the navigation pane of Dev Studio, click Records.

  2. Expand the Process category, and then click Case Type.

  3. On the Attachment Categories tab, click Add attachment category.

  4. In the Category column, provide a category name:

    • To reuse an existing category, press the Down arrow key, and then select a category that you want to use.
    • To create a new category, enter a unique category name.
    The system autopopulates the description and property reference of the category.
  5. Optional:

    To change the category description, in the Description column, enter some new text.

  6. Optional:

    To ensure that a case contains at least one attachment in the attachment category when a user submits the case, select the check box in the Required for resolution column.

  7. Optional:

    To change the name of the property, in the Property reference column, click Rename, and then, in the text box, enter a new name.

  8. To add more attachment categories, repeat steps 3 through 7.

  9. Click Save.

The following figure shows an attachment category for photos that are required in a case type to review vehicle damage insurance claims:
Attachment category configuration
A case type rule form with a sample attachment category configured.
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