Categorizing case attachments

Define business classifications for case attachments to provide access control policies that are specific to each attachment category.

1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

2. Click the Settings tab.

3. On the Settings tab, click Attachment categories.

4. Click + Add attachment category.

5. 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.

6. Optional:

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

7. Click OK.

8. Click Save.

• Configuring and working with optional actions in case types

  Provide flexibility for your cases and ensure that case workers, such as customer service representatives, resolve cases that require optional and additional actions that supplement the standard path.