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How to include existing attachments in case management?

edited Oct 24, 2025 2:30PM in Help Desk 1 comment

In 24B, Oracle introduce a feature in help desk to include existing attachments while sending messages:

When agents wish to send a message including an attachment, they currently click on the copy button which gives an option to include the attachments in the help desk request without having to download them and re-attach.

Does anyone know if this functionality exist in case management? I can't find any profile or a way to do this and the agents currently have to download locally and then attach them again while sending messages.

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