Attachment on Case and Incident

[sn-ushi]

Hello

Some OOTB behaviour difficult to understand. So I have incident being created from case.

Attachments on Case is visble to all customers. Is it possible that we can restrict that attachment is visible only internal? 

Attachment on Incident should not be visible to customer? Because the comments are visible to customer.

[Ankur Bawiskar]

@sn-ushi 

Yes, but not OOTB in a clean way. Attachments usually inherit the parent record’s access, so if customers can see the Case/Incident, they may also see its attachments unless you add custom ACL logic or use a separate internal-only attachment approach.

Comments are different: customer-visible comments and internal work notes are already separated by design.

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[sn-ushi]

So what you are saying if customer can see attachments on case then the Incident created from Case, the attachment should be visible to customer from Incident as well.

[Ankur Bawiskar]

@sn-ushi 

nope

the attachments seen are tied up to the record read access

If they are able to see INCs and the files are copied to INC when INC was created from Case then they will see

If the files are not there on INC then they can't see

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