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When an attachment exists on a case, Workflow displays the attachment and these related details in the panel:

  • File Name: Displays the file name and type.
  • Actions: Displays the actions you can perform on the attachment. We enable you to download, delete, and replace the file.
  • Uploaded By: Displays the user who uploaded the attachment.
  • Date Attached: Displays the date the attachment was added.
  • Size: Displays the size of the attachment.
  • Important: The maximum number of case attachments is 200.


Add Attachment to Case

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To add an attachment to a case:

  1. You can click the Attach File icon in the Actions panel, or click the Attach File link in the File Upload or Attachments panel.

  2. Select from these options:

    • Add new file: Enables you to upload a new attachment.

    • Add new version of existing file: Enables you to replace or update the attachment.

  3. Click the  Upload icon to browse for your file.

  4. Select your file and click Open.

  5. Select a label for the file being uploaded. The label is displayed on the Case View page and helps reviewers to identify the contents of the uploaded file. 

  6. Add a comment if desired. If you add a comment, it will appear in the Comments panel.

  7. Enable or disable the follow this case option.

  8. Select Public to make the attachment visible to all users, or Internal to display the attachment only to users in your department. When you select Internal, Workflow automatically adjusts the notification recipients accordingly.

  9. Click the Notifications link to expand notification settings.

  10. Select which users, if any, to send a notification.

  11. Click Submit to add your attachment.


To download an existing attachment, click the Attachment icon on the existing attachment. Workflow will download the attachment to your device.

Replace or Update Existing Attachment

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To replace or update an existing attachment:

  1. Click the  Replace File Revision icon or the Add New File Revision icon on the existing attachment.

    • If you select Replace File Revision, Workflow will replace the existing file with the new file.

    • If you select Add New File Revision, Workflow will replace the existing attachment with the new attachment and adds a new  Show File Revisions icon.

  2. Workflow displays the File Upload window.

  3. Click the  Upload icon to browse for your file.

  4. Select your file and click Open.

  5. Add a comment if desired. If you add a comment, it will appear in the Comments panel.

  6. Enable or disable the follow this case option.

  7. Click the Notifications link to expand notification settings.

  8. Select which users, if any, to send a notification.

  9. Click Submit to add your attachment.

View Revised Attachment

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To view revised attachments:

  1. Click the  Show File Revisions icon on an attachment.

  2. Workflow will display a window with the revision history of the attachment with these details:

    • File Name: Displays the names of each revision.

    • Active: Displays a  checkmark next to the active attachment. You can click the Activate link to change the active document.

    • Revision: Displays a number for the revision.

    • Action: Displays action icons for actions you can perform on the items.

    • Uploaded By: Displays who uploaded the attachment.

    • Date Attached: Displays the date of the attachment.

    • Size: Displays the size of the attachment.

  3. Click the    Close icon to close the window.

Delete Existing Attachment

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To delete an existing attachment:

  1. Click the  Delete icon next to the attachment.

  2. Workflow displays a confirmation popup. Select Yes to delete the attachment, or No to cancel.