To add an attachment to a support provision case

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Where 'assessment' and 'support plan' cases have been linked together, system configuration preferences provide an added level of control when adding attachments i.e. the relevant document or other file type can either be mapped directly to the overarching assessment case, or ascribed instead to the linked support plan.


The procedure to add an 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 Menu > Attachments. The Attachments window is displayed.
  4. Click on New Attachment 2. The Attach Files window is displayed 3.
  5. Where the attachment is to be attributed to a linked support plan and not an overarching assessment case, activate the Attach to linked support plan tick box provided; use the adjacent Support plan drop-down field to select the linked plan relevant to the new document or other file type 4.
  6. To select an attachment already available within an associated case: (a) Activate the Select from linked case attribute; (b) Click on Next - The Select Linked Case Attachments window is displayed, revealing all detected files in the Case Attachments grid; (c) Activate the Select tick box against the relevant file entry; (d) Click on Save - The attributes of the file, including the type, are displayed in the Attachments summary table. Proceed to step 14.
  7. Alternatively, browse to the intended file using the navigation () icon. The file name is displayed in the Browse network files field.
  8. Otherwise, where the intended file is maintained within an Electronic Document Management system, copy its unique web address into the EDM file URL field provided 5.
  9. Using the Attachment type drop-down field, select a parameter value to categorise the nature of the document or file 6.
  10. Enter the Attachment name into the field provided 1.
  11. Use the Description field to add contextual notes that detail the background to the attachment.
  12. Enter the Date received using the calendar icon (), or type in the value directly (format DD/MM/YY or DD/MM/YYYY).
  13. Click on Save. The attributes of the file, including the type, are displayed in the Attachments summary table.
  14. Repeat steps 4 through 13 to add further attachments to the support provision 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, 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 File attachments of type DOC, PDF, JPG, GIF, PNG, BMP, HTML, WAV, WMV and MP4 are all supported.

4 The availability of these options is steered by the system preference View and manage Support Plan cases from Assessment cases, and restricted to those support provision cases categorised as Assessment.

5 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.

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


See related topics...

Support provision case progression management overview

To remove an attachment from a support provision case

To associate a linked record attachment with a support provision case

To link a communication attachment to a support provision case

To view a linked attachment in a support provision case

To define a system preference value

To define a general lookup parameter value

Using the search facility