Incidents/Case Attachments

[Maria da Costa]

Hi Experts,

I have a question if someone could help/guide.

At the moment we have incident and case syncronized, meaning, attachments will copy to the case from the incident. However this hasn't been set so that if someone deletes an attachment on the incident it doesn't delete the corresponding attachment on the case. The good news is that I have created a flow that does this and I have tested it and it works, however, the trigger for this flow is on incident update. So someone has to physically press the update button or the save it for the case to remove the attachment on the corresponding case.

How can I configure this so that so that as soon as the user makes a change on the 'manage attachments' section it triggers the flow.

Thanks in advance for any help.

Regards

[Ankur Bawiskar]

@Maria da Costa  

you need to have flow configured which runs on Delete on sys_attachment with condition as table name == incident or case

So then you need to query sys_attachment and find the correct record to delete for the other table.

[Maria da Costa]

Hi @Ankur Bawiskar ,

Thank you so much for your reply, I really appreciate that.

Are you able to explain further as there isn't a trigger in flow designer that runs on delete (as far I am aware, still quite newbie).

I am aware that the deleted data shows on sys_audit table though.

Kind regards,

Maria

[Ankur Bawiskar]

@Maria da Costa  

nope.

you can use business rule for this