To add an attachment to a feedback case

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The procedure to add an attachment to a feedback case is as follows:

  1. Using the Advanced search spy-glass (), select Feedback 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 Feedback Case Details window is displayed.
  3. Click on Menu > Attachments. The Attachments window is displayed.
  4. Click on New Attachment 2. The Attach Files window is displayed 3.
  5. Browse to the intended file using the Select File navigation button. The file name is displayed in the Browse network files field.
  6. Alternatively, where the intended file is maintained within an Electronic Document Management system, copy its unique web address into the EDM file URL field provided 4.
  7. Using the Attachment type drop-down field, select a parameter value to categorise the nature of the document or file 5.
  8. Enter the Attachment name into the field provided 1.
  9. Use the Description field to add contextual notes that detail the background to the attachment.
  10. Enter the Date received using the calendar icon (), or type in the value directly (format DD/MM/YY or DD/MM/YYYY).
  11. Click on Save. The attributes of the file, including the type, are displayed in the Attachments summary table.
  12. Repeat steps 4 through 11 to add further attachments to the feedback case.


Tip

1 To aid in identification purposes, it is good practice to devise and uphold a consistent naming convention for all attached files.

Note

1 Additional search criteria may need to be employed (e.g. start and end date ranges, business area, stage, company, status) to ensure that the correct feedback 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 feedback cases that are set to a status of Cancelled or Closed.

3 File attachments of type DOC, PDF, JPG, GIF, PNG, BMP, HTML, WAV, WMV and MP4 are all supported.

4 The system preference Allow EDM documents as case attachments governs the availability of this option; an Integration Management service configured for the incumbent EDM System supplier must also be operational.

5 These custom values can be populated by the end user via the general lookup parameter entitled Attachment Type.


See related topics...

Feedback case progression management overview

To remove an attachment from a feedback case

To view a linked attachment in a feedback case

To define a system preference value

To define a general lookup parameter value

Using the search facility