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Adding Attachments to Cases

Agents can add more detail to a case record by attaching relevant documents and other external media using the Attachments view of the Cases screen. The attachment can be in any format, such as a word-processing document or a spreadsheet containing details of a case analysis. Attachments are useful in building an electronic case folder so that all interested parties can share information.

Citizens who are registered on a self-service Web site can add attachments to the cases that they can access on the site. A citizen can access the cases for which the citizen's contact record appears in the Contacts view of the cases and for which the Web Access field is selected in this contact record.

The attachments that citizens add on a self-service Web site also appear in the Attachments view of the Cases screen. An agent can clear the Web Access field for citizen-created attachments to deny citizens access to those attachments. On a self-service Web site, citizens can view only the agent-created attachments for which the agent selects the Web Access field.

If automatic serialization is enabled for the Siebel Public Sector application, then you can update the serial number that is automatically generated for an attachment record that is associated with a case record or an evidence record. You update the serial number when field values in the record change, and when those field values determine the serial number. Also, you update the serial number when the serialization rule for the serial number changes after the serial number was last generated. When you click the Regenerate button or the Serial Number button in the Attachments view, the serial number for the selected attachment is regenerated.

This task is a step in Process of Developing Cases.

To add an attachment to a case

1. Navigate to the Cases screen, then the Case List view.
2. Drill down on the Case Name field of the case record.
3. Navigate to the Attachments view.
4. In the Attachments list, click New File or New URL to associate a document or other media with the case record.