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Adding case attachments from external content locations

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When you work on a case, you can add content from external content locations to a case. You can source content from CMIS systems, web storage, or file storage repositories.

  • When using database storage, you can attach multiple files with the same name to the same case. For external storage, you cannot attach multiple files with the same name to the same case because storage providers treat the file name plus the path as a key. Attempting to attach more than one file with the same name to a case results in an error. You can, however; attach files with the same name to different cases.
  1. Add a case attachment by completing the following steps:

    1. Click Attach new in the Attachments section and then click the menu option that allows you to add files from an external system.

      This option is the value that you entered in the Label field that is displayed on the Integration tab of your application rule.
      If you are connecting to your external storage account from this application for the first time, you may be prompted to authenticate and authorize the connection.
    2. Browse to and attach a file.

    The case attachment appears in the Attachments section.

    To remove a case attachment, click the Delete icon next to the name of the attachment.
  2. Add a Pulse attachment by completing the following steps:

    1. Optional: Enter a message in the field that appears below the Pulse section.

    2. Click Upload external in the Pulse section and click the menu option that allows you to add files from an external system.

      This option is the value that you entered in the Label field on the Integration tab of your application rule.
    3. Browse to and attach a file from your external system.

    4. Click Post.

    The Pulse message and attachment appear in the Pulse section.
    To remove a Pulse attachment, click the Close icon next to the Pulse message. The system deletes both the Pulse message and attachment.
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