The procedure to link a communication attachment to a generic case is as follows:
- Using the Advanced search spy-glass (
), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 
1.
- With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
- Click on Attachments. The Attachments tab is activated.
- Click on New Attachment 2. The Attach Files window is displayed.
- Activate the Select from linked CRM communication tick box provided, denoting that the required attachment is already mapped to an associated CRM communication 3.
- Click on Next. The Select Linked CRM Communication Attachments window is displayed, revealing a list of all images and other digital media already associated with one or more linked CRM communications, as displayed in the CRM Communication Attachments summary table.
- Activate the Select tick box against each file attachment to be linked to the generic case; a preview of each attachment, along with supporting contextual information (name, file type, description, created date) can be obtained simply by highlighting the corresponding row.
- Click on Save. The attributes of each linked file attachment are displayed in the Attachments summary table.
Note
1 Additional search criteria may need to be employed (e.g. start and end date ranges, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.
2 This option is inactive for generic cases that are set to a status of Cancelled or Closed.
3 This option is only available in the instance where one or more CRM communications are linked to the generic case.
See related topics...
Generic case consolidation management overview
To add an attachment to a generic case
To associate a linked record attachment with a generic case
To view a linked attachment in a generic case
Using the search facility
