- 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.
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.