Specify whether the attachment is visible to the customer

[Edvinasc]

Hello,

Currently all attachments are displayed to the customer and the agent does not have the option to specify a particular attchment to be displayed to the customer or not. Work notes allow you to choose whether it is internal information or a communication with the customer.

I would be grateful for advice on how to implement the configuration so that when an agent adds an attachment, it could specify whether it will be visible to the customer or not, similarly to the feature in work notes.

Please find attached screenshots.

#attachments #caseattachments #customerattachments #utah

[Community Alums]

Hello @Edvinasc ,

Please refer to this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0868420

Thank You!

[Edvinasc]

Thank you for your answer, but I don't want the attachment to dissapear from the agent form, I'm trying to achieve a functionality similar to work notes, that you can attach a file for internal use or the one that customer can see.

[jinvara_s]

I have the same requirement, do you have any solution? @Edvinasc