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Can end users see attachment not sent to them within a response?
Environment:
Incident File Attachments
B2C Service
Resolution:
Even when attachments are not sent to customers within a response, the customer can see public attachments when logged into the customer portal and viewing their service requests. In order to prevent end users from seeing attachments on incidents, set the attachment to Private. This is an option under the attachment properties. When the agent adds an attachment to an incident, click the Properties option and then select Private to prevent end users from seeing the attachments.
If an agent references a private attachment in communication with the customer, they should first unselect the "private" option so that the attachment will be viewable in the customer portal interface.
By default, the attachments are public so that end users can see them when included in a response, or when viewing their service request in the customer portal.