Organize the information and materials in your case types by creating
categories for attachments. When you use a case type rule form to create attachment
categories, you can access additional data about a category, such as a property that you
can later use to reference attachments by category.
For example, in a
Vehicle damage insurance claim case type, you can create an
attachment category for photos of vehicle damage that a customer service representative
(CSR) needs to examine when reviewing an insurance claim. You can then easily access
attachments in this category by referencing a relevant property. To meet your specific
business needs, you can also create multiple attachment categories for every case
type.
Categorizing attachments through a rule form is an option
suitable for advanced developers. You can also create attachment categories in Case
Designer, in the case type settings. For more information, see Categorizing case attachments.
In the navigation pane of Dev Studio,
click Records.
Expand the Process category, and then click
Case Type.
On the Attachment Categories tab, click Add
attachment category.
In the Category column, provide a category name:
To reuse an existing category, press the Down arrow key, and then select
a category that you want to use.
To create a new category, enter a unique category name.
Result: The system autopopulates the description and property reference of the
category.
Optional: To change the category description, in the Description
column, enter some new text.
Optional: To ensure that a case contains at least one attachment in the attachment
category when a user submits the case, select the check box in the
Required for resolution column.
Optional: To change the name of the property, in the Property
reference column, click Rename, and then,
in the text box, enter a new name.
To add more attachment categories, repeat steps 3 through 7.
Click Save.
For example: The following figure shows an attachment category for photos that are required in a
case type to review vehicle damage insurance claims:Attachment category configuration
