How to differentiate internal or external attachment when agent upload the file on the case?

[workpraveen]

Currently all attachments are displayed to the customer on csm portal and the agent does not have the option to specify a particular attachment to be displayed to the customer or not.
I would be grateful for advice on how to implement the configuration so that when an agent adds an attachment, it could either specify whether it is internal or external attachment  so that only external attachment should visible to the customer on the portal.

[Ankur Bawiskar]

@workpraveen 

ServiceNow doesn't specify internal/external attachment.

You will have to customize and come up with a solution for your requirement.

check this link for solution

Is it possible to have internal and external attachments?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@workpraveen 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.