Restricting user actions for case attachments

Define conditions or privileges in an attachment category to control which actions a user can take on a case attachment.

1. In the navigation panel, click App.

2. In the class of the case type that you want to configure, expand the Process section.

3. Click Attachment Category, and then click the name of the attachment category that you want to configure.

4. Identify the types of case attachments that your attachment category supports.

   1. Click the Availability tab.

   2. Select the check box next to one or more relevant attachment types.

5. On the Security tab, restrict user actions by using any combination of the following techniques.

   • To restrict user actions by privilege:

     1. Click + Add privilege.

     2. In the Privilege column, press the Down Arrow key, and then select the name of a privilege.

     3. Select a check box in one or more columns, based on the user operations that this privilege grants.

        For example, select the Delete own check box to allow users to delete the attachments that they create.

   • To restrict user actions by when conditions:

     1. Click + Add when.

     2. In the When column, press the Down Arrow key, and then select the name of a when condition.

     3. Select a check box in one or more columns, based on the user operations that this when condition grants.

        For example, select the Create check box to allow users to add attachments to a case.

     4. Repeat steps a through c by selecting the Never when condition for user operations that are denied.

        For example, if you define a condition that allows users to create attachments, you must define another condition that restricts editing, viewing, and deleting attachments. The absence of a privilege or when condition does not automatically restrict a user operation.

6. Optional:

   To allow users to choose which teams can access the attachments that they provide, select the Enable attachment-level security check box.

7. Click Save.

• Attachment types
• Requiring attachments for stage entry

  Validate case attachments at run time to ensure that a case contains relevant files before it enters a stage.

• 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.

• Creating a specialized or circumstance rule

  You can create a specialized or circumstance rule to create a variant of the rule that can be triggered only conditionally. The created rule is resolved and active only when the specified conditions are met. Create specialized or circumstance rules to address dynamic business requirements without changing the core logic every time. For information about rule resolution exceptions and how they might affect circumstance rules, see .