How can I restrict agents from downloading attachments?

Environment:

Oracle B2C Service

Resolution:

Administrators can now restrict attachment downloads per profile. Agents will not be able to download from the Attachment Tab nor the Incident thread.  

STEPS TO ENABLE 

To block attachment download, create a new custom config with the following properties: 

• From the Navigation select Site Configuration > Configuration Settings 
• From the Ribbon select New > Text 
• Key (Name): CUSTOM_CFG_BLOCK_ATTACHMENT_DOWNLOAD_PROFILES 
• Type: Select Site or Interface 
• Max Length: Ensure the length is long enough for the value that will be added 
• Value: Comma delimitated Profile Ids  
  • Example Value: ProfileID1, ProfileID2, ProfileID9  
  • Example Value: ALL 

Supported file types for preview: 'bmp', 'gif', 'jpeg', 'jpg', 'json', 'mp4', 'pdf', 'png', 'txt' 

Agents can still preview most attachments. Please note the preview attachment functionality does not support all file types.  A few examples of unsupported file types are: ‘svg’, ‘xml’, ‘js’, ‘html’