How can I determine which records have file attachments?

Environment:

File Attachments

Resolution:

Paperclip Icon

By default, when you open a record in the administration pages, if a file is attached, a paperclip displays on the tab in the console. This allows staff to easily see if a file is attached to the record without having to click the tab to see the specific attachment(s).  For answer attachments, the paperclip displays regardless if the attachment is set as a public or private attachment.

The Show Image workspace property specifies whether the paperclip icon displays on the tab. In the default workspaces, the Show Image property on the File Attachments relationship item is enabled (set to True) so that the paperclip icon displays by default on the Files tab.

You can disable the paperclip from displaying by editing the workspace used by the staff member.  Click the File Attachments relationship item and disable the Show Image property.

Note: The paperclip icon only displays on the tab where the File Attachment relationship item is located. If the Attachments tab is nested within another tab (such as Details or Summary tab), the paperclip displays on the embedded tab, but not the parent tab. With nested tabs, the staff member must click the parent tab and then they would see the paperclip on the nested tab.

Custom Report of Records with Attachments

You can create a custom report to list which answers have file attachments.  This allows you to easily find and review which records have file attachments.

For example, you can create a report that lists which answers have file attachments to ensure the content of both the answer and attachment are accurate.

The steps below are specific to listing file attachments used with answers. You could also list file attachments for other records, such as incidents or organizations by selecting a different value for the fattach.tbl field.  If you require assistance in doing this, our Oracle Consulting team or an Oracle Partner certified in Oracle B2C Service for reports consultation will be able to help.  Alternatively, for more information on creating a basic custom report, refer to:

• Answer ID 2509: Creating Custom Reports

1. From the RightNow Console, click New > Report.
2. In the Report Outline, right click on Filters and select Add Filter.
3. Set a filter for the File Attachments > Table field as follows and click OK:
   
   Expression: fattach.tbl
   Operator: in list
   Value: Answers 
    
   Note: You can set the Value field to another type of record to report on other records that have file attachments.
     
4. Add other run-time or fixed filters as you wish.
5. Add output columns to your report from the File Attachments and Answers table such as:
   
   Answer ID (answer.a_id)
   Answer Summary (answers.summary)
   File Attachment ID (fattach.file_id)
   File Attachment User Name (fattach.userfname)
   Date Created (fattach.created) 
    
6. Click the Data tab > Sort button and set how the records are to be sorted.
7. Click Save and set the folder and name for your report.
8. Generate your report.