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Attaching content to a case

Suggest edit Updated on May 11, 2022

Facilitate business interactions and provide users with the supporting information for a case by attaching relevant correspondence and documentation to a case type. Use the Attach Content shape in design time to control the kind of information that case workers add to a case.

For example, in a loan request case, you can attach a certificate of employment form, which the case worker can provide to a customer to ensure that customers always complete the standard form.

For relevant training materials, see the Organizing and managing access to case attachments module on Pega Academy.

  1. Add the Attach Content shape to the life cycle of your case type:
    1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
    2. In the stage in which you want users to be able to attach content, click StepMoreAutomationsAttach content.
    3. Click Select.
  2. In the Step properties pane, select and configure the attachment type:
    ChoicesActions
    Attach a document
    1. Click Attach a file.
    2. Click Upload.
    3. In the Upload a file window, click Choose File, and then select the file to upload.
    4. Click Done.
    5. In the Select file list, select the file to attach.
    6. In the Attachment name field, enter a descriptive name for the file.
    7. Optional: To change the business classification of the attachment, select an option in the Attachment category field.
      Note: You can add attachment categories, which group attachments according to their business classification, on the Settings tab, in the Attachment categories section.

      For example, you can add the Proof of identity and Proof of address attachment categories that group two different sets of documents required in processing a request for a service offered by the government.

    Attach a URL
    1. Click Attach a link.
    2. In the URL field, enter a URL that points to an external file or resource on the Internet.
    3. In the URL name field, enter a descriptive name for the link.
    4. Optional: To change the business classification of the attachment, select an option in the Attachment category field.
      Note: You can add attachment categories, which group attachments according to their business classification, in the Attachment categories section, on the Settings tab.

      For example, you can add the Proof of identity and Proof of address attachment categories that group two different sets of documents required in processing a request for a service offered by the government.

    Attach a note (available only in Dev Studio) Note: This option is for backward compatibility only and is not recommended. Instead, use Pulse to add notes and collaborate on cases.

    For more information, see Configuring Pulse for case types.

    1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
    2. Perform steps 1b through 1c.
    3. In the Step properties pane, click Attach A Note.
    4. In the Note text field, provide a note that you want to attach.
    5. In the Attachment description field, enter a descriptive name for the note.
  3. Optional: To provide more information for auditing purposes, in the Audit note field, enter additional information.
  4. Click Save.
Result: At run time, users can open and download an attachment in a case.For example: The following figure shows a design-time configuration of an Attach content step and the run-time effect. Users that process a case can view and download the Certificate of employment document that an application automatically attaches to a case.
Content attached to a case
Design-time and run-time visualization of attaching content to a case.
What to do next: You can also enable users to attach files to cases at run time by configuring the Attach content control. For more information, see Configuring the Attach content control and Enabling attaching files to an application.
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