Why is the "Open" option grayed out in the attachments tab?
File Attachments, Configuration Settings
Permission allowing agents to open file attachments
When accessing the attachments tab the "Open" option is grayed out and is not clickable.
This option is controlled via the "FATTACH_OPEN_ENABLED" configuration setting.
Definition of this configuration setting:
Enables the option to open file attachments in the Oracle Service Cloud. If disabled, file attachments can only be downloaded. This may be desirable for security reasons. Default is disabled (No).
Steps to locate and amend the "FATTACH_OPEN_ENABLED" configuration setting.
1. Navigate to Configuration > Site Configuration > Configuration Settings
2. Search by Key, by entering "FATTACH_OPEN_ENABLED" (or, fattach%) in the Key field and select search.
3. The setting is now displayed. To alter the setting click in the value field for the interface you wish to change and select "Yes" to enable.
4. Select Save to store any changes. It will not be active until saved.
For additional information, refer to the File-Attachment Security section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.