Attaching content to a case

You can use the Attach Content shape to control the kind of information that is added to a case. By attaching relevant correspondence and documentation, you can centralize the supporting information for a case.

  1. Add the Attach Content shape to the life cycle of your case:
    1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
    2. On the Workflow tab, click Life cycle.
    3. In a stage, click + Step > More > Automations > Attach content.
      Tip: For advanced processes, click Configure process to add the shape to the flow canvas.
    4. Click Select.
  2. Attach content:
    • Attach a document by clicking Attach a file.
    • Attach a URL by clicking Attach a link.
  3. In the Attachment type list, click an option that describes the format of the expected attachment.
  4. Optional: To define a business classification for the attachment, in the Attachment category field, and select an option.
  5. Enter a value in one of the following fields, based on the Attachment type that you selected:
    • File name — Enter the name of a binary file rule.

      Additional options, such as a link to open the binary file rule, are displayed after you provide a value in this field.

    • URL — Enter a Uniform Resource Locator or Uniform Resource Identifier that points to an external file or resource on the Internet.

    • Note — Enter descriptive text.

  6. In the Attachment description field, enter text that describes why the attachment is added to the case.
  7. Click Save.
What to do next:  At run time, you can find case attachments by inspecting the pyAttachments and pyAttachmentCategories properties on the clipboard.