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Controlling access to case attachments

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Enforce security requirements and prevent users from inadvertently modifying case data by controlling access to attachments in a case. By applying security polices to case content, you ensure that users only interact with attachments that are appropriate for their role in a business process.

Consider a scenario in which a loan applicant provides a set of documents that includes an ID scan, proof of income, and a financial history with previous loans. After you restrict user actions for attachments, only the customer service representatives (CSRs) who work on loan requests can view the content attached to the case, instead of users with other roles in your application. Additionally, you can specify that only a manager can view the customer's financial history. To ensure that users always have access to all the documents required for a case resolution, you can also prevent users from deleting any of the attachments.

You secure case attachments by first categorizing attachments and then defining what actions users can perform on each category. For example, you can allow users to edit documents to ensure that the case includes all relevant and up-to-date information.

  • 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.

  • Restricting user actions for case attachments

    Improve case security by ensuring that users can interact with content that is appropriate for their role only. When you define conditions or privileges in an attachment category, you control which actions a user can take on a case attachment.

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