Attachment / Comment matching with Case Presentation Layer

When Emails on a Case contain an attachment, Case Presentation Layer will attempt to add those attachments as links on the corresponding Case Comments.

  • Jan 27, 2016
  • Knowledge

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https://kb.vicasso.com/?kb=000004449
Details
To achieve this, Case Presentation Layer loops through all emails on the case in descending order, and looks to see if there was an attachment within 30 seconds of the comment.
 
If the Case Comment has an inbound email record associated with it that was created by the same user as the attachment, the attachment will get added as a link on the Case Comment.  If the user who created the Case Comment is different from the user who added the email record, the attachment will not get linked to the Case Comment.
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Attachment / Comment matching with Case Presentation Layer
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Attachment-Comment-matching-with-Case-Presentation-Layer