Is it possible to have internal and external attachments?

[priisholm]

Hi

We need to separate attachments on the incident-form, so that some attachments can be seen (and downloaded) by enduser on the service portal - this are the external attachment and other attachments are completly internal and can only be seen on the back-end by users with the ITIL-role.

OOB every attachments is external.

Is this possible?

BR

Soeren

[mrswann]

Presumably you want a Business Rule for insert on the sys_attachment table to set internal field to false for ITIL and true for non roled users?

You may also want to modify the UI page for Attachment - so that the ITIL users can know whether an attachment is internal or not?  

[priisholm]

Hi mrswann

Good point!

In our case all attachment should be internal by default (not for endusers eyes) except if the ITIL-user choose they should see it OR always true when the enduser them self upload an attachment. Should this be done by script?

UI: We can add the related list "Attachment" to the incident form and in this way control the new field "Internal_attachment (true/false) manually by the ITIL-user.

BR

Soren

[mrswann]

Yes use Business Rules to run before, on Insert,   include advanced

condition:

gs.getUser().hasRoles()

then put something like:

current.u_internal_attachment = false;

[priisholm]

Hi mrswann

Worked perfect!

BR

Soren

[kyren_cooper]

This accepted solution isn't very clear.

How do you distinguish an internal / external attachment at the point of dragging and dropping the attachment to the record?  or even at the point of adding it via 'Manage attachments' at what point can you say "this is an internal attachment" 

Also having a rule to set everything to internal by default doesn't scale.

We are an MSP in a domain separated instance, we have customers who have their own child domains with ITIL users who work out of that domain with their own configuration. These users have ITIL. How would you hide MSP internal attachments from ITIL users in a child domain if you want to prevent them from seeing the attachment?

Having everything default to "internal" would (from experience) also result in the ESS user not seeing the attachments they sent via email. This will inevitability add to end user confusion and would probably end up resulting in the user attempting to manually add multiple of the same attachment.