Controlling access to case attachments
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.- 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.
- Attachment types
Attachment types define the media and format of items that users attach to cases in an application.
- 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.
- Extension points and supporting rules for attachments
You can use extension points, system settings, and standard rules to customize the processing that occurs when you add an attachment to a case. For example, you can scan an attachment for viruses.
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