There are three ways files will get attached to a case:

1. Email Attachment from Incoming Email

2. Email Attachment from Outgoing Email

3. Manually Added to Case

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File From Incoming Email

If an incoming email from case has an email attachment, the File will populate in the Files section of the Case (in addition to being connected to the applicable Email record in the case).

File from Outgoing Email

If an outgoing email from a case has an email attachment, the File will populate in the Files section of the Case (in addition to being connected to the applicable Email record in the case).

Manually Added File

You can manually add/attach files to a case by drag-and-dropping the file into the Files section of the case, or by clicking the “Add Files” button to search for the file.

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Making a Case File Not Visible in HRSC Support Portal

By default, files attached to a case are visible in the HRSC Support Portal. You can change the Portal visibility by following these steps:

1. Click on the File

    

2. Click on “View File Details”

    

3. Determine the Appropriate Visibility

   1. Click the “Save” button