To link a communication attachment to a support provision case

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The procedure to link a communication attachment to a support provision case is as follows:

  1. Using the Advanced search spy-glass (), select Support Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
  2. 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 Support Case Details window is displayed.
  3. Click on Attachments. The Attachments tab is activated.
  4. Click on New Attachment 2. The Attach Files window is displayed.
  5. Activate the Select from linked CRM communication tick box provided, denoting that the required attachment is already mapped to an associated CRM communication 3.
  6. 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.
  7. Activate the Select tick box against each file attachment to be linked to the support provision case; a preview of each attachment, along with qualifying contextual information (name, file type, description, created date) can be obtained simply by highlighting the corresponding row.
  8. 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, support type) to ensure that the correct support provision 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 support provision 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 support provision case.


See related topics...

Support provision case consolidation management overview

To add an attachment to a support provision case

To associate a linked record attachment with a support provision case

To view a linked attachment in a support provision case

Using the search facility