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Support Article

Attachment displays as zero even if case has attached documents



In a global search, attachments linked to work objects do not display. Attachment displays as 0 even when a case has documents attached.

Error Messages

Not Applicable

Steps to Reproduce

Search for cases with attachments.

Root Cause

Work items or work item attachments are found using the Full-text search capability. Internally, index files are used to provide this functionality. On the Search landing page, user can configure whether to index the contents of attachments which will be a part of the full-text search. In the user's application, 'Index Attachments' was not selected.


Perform the following local-change to include attachments in full-text search: 1. Navigate to Designer Studio > System > Settings > Search landing page.
2. Check the 'Index Attachments' checkbox.

3. Perform a 'Re-index' in 'All Work' index type for all the case types.
4. Wait for 60 seconds and test the scenario.

Published August 24, 2018 - Updated October 8, 2020

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