Customer cannot see attachments from SCTASK in RITM Related list

Jason messer
Tera Expert

‎03-01-2022 01:39 PM

We have setup a relationship for attachments for Requests to be viewable on the Req, RITM and Task. The problem is that customers cannot see the attachments that are uploaded from the Task level. Currently, our users have to go up to the RITM to add an attachment which is not a very productive workflow as all the work is completed in the Task.

 

Does anyone know how to either show the related list on the customer portal or how to make attachments at the task level visible to the customer? 

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Maik Skoddow
Tera Patron
Tera Patron

‎03-01-2022 08:00 PM

Hi @Jason messer 

unfortunately it is not really clear what "customers" are and which Support Portal you are referring.

But basically users with no license (so-called requestors) are not allowed to modify tasks as this is only allowed for fulfillers (agents).

And to my mind, it would not be helpful to make all attachments from tasks records "visible" at RITM level, as fulfillers sometimes have attachments on the task level they don't want to share with the requestors.

So the recommended and OOTB way is to use the RITM records as a location for exchanging attachments.

Kind regards
Maik

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