About Attachments

Attachments include any files that require a separate program to open, including documents, PDFs, pictures, websites, etc. (example: You might attach a Service Improvement Plan or Service Quality Plan to a record). Attachments can either be imported into the CSM database (accessible from anywhere) or linked (accessible only to Users who have access to the defined system path). In CSM, record Attachments also include Business Objects, such as Knowledge Articles or Incidents.

There are three primary types of Attachments in CSM:

• System Attachments:

  Files associated with the system that can be referenced directly, used as Knowledge, used in e-mails, etc.

• Record Attachments:

  Attachments connected directly to a specific Business Object record (example: Incident) that can only be accessed when working with that specific record. Unlike other Attachments, Record Attachments can include Business Object Attachments (links to other Business Objects without a Relationship).

• Document Repositories:

  Customer accessible collections of documents designed to be accessed using the Portal. Users can also access Document Repositories using the Document Repository Manager (CSM>Tools>Attachments>Attachments>Document Repositories).

  System and Record Attachments are created, edited, deleted, or organized using the Attachment Manager.