To remove an attachment from a support provision case

The procedure to remove an attachment from 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, revealing a list of all files linked to the support provision case in the Attachments summary table.
4. Highlight the specific row matching the attachment to be removed; file images are displayed to aid in the verification of the intended selection.
5. Click on Remove Attachment 2. The end user is asked to affirm deletion of the file before the entry is removed from the Attachments summary table 3.

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 Only the linked copy or web address reference of the attached file is removed; the source document, image, video or audio clip is preserved in its original location.

3 Any file attachment deleted in error can simply be re-added.

See related topics...

Support provision case progression management overview

To add an attachment to a support provision case

To view a linked attachment in a support provision case

To modify the details of a linked attachment in a support provision case

Using the search facility