Visibility of case attachments for customers

[Rudranarayan P2]

when a case is updated, an email notification sent to customers. This email also contains all the attachments of the case(OOB). how can we restrict the attachments for agents(internal users) or customers (external users)? so that the attachments which are attached in the case by the agents for coworkers, will not be visible to external customers.

[Tanushree Maiti]

Please refer this links, see if it helps you:

Attachment Restriction Utility - ServiceNow Community

[Dr Atul G- LNG]

Hi @Rudranarayan P2 

“I think you need to create two separate notifications: one for internal and one for external. For the external notification, make sure ‘Include Attachment’ is false, whereas for the internal notification, it must be true.

https://www.servicenow.com/community/servicenow-ai-platform-blog/attachment-restriction-utility/ba-p...

[Rudranarayan P2]

Hi Atul,

thanks for your suggestion. 

but my requirement is slightly different.

The agents need to send  attachments to the customers also. Unmarking "include attachment" check box, will prevent sending any attachments of the case to customer.

[Ankur Bawiskar]

@Rudranarayan P2 

so if case is updated and attachments are sent, external customers should not get files added by agents?

then which file they will receive?

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