Attachment Provisioning in the Document Library

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    Documents (even attachments from incoming emails) can be sorted and added to the document library

    A document library is a centralized document repository where a document manager can add and manage files. It acts as a common location to store multiple documents in the application.

    The advantage of adding documents in the document library is that the documents are available in a single location and in the application itself. A centralized document library ensures that you have an easy access to documents. In the document library, you can manually ensure that you are using the latest revision of a document. The documents in the document library can be used in multiple cases and tasks. By using the document library, multiple users working on the same case and associated tasks use the same document that has been added in the document library.

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    For example, when you add a leave policy to the document library, case agents can attach this document to multiple cases and tasks.

    Access and permissions required to manage documents

    A document library is tenant specific. By default, every company under the tenant has a document manager who is a case business analyst.

    As a document manager (see below), you can add documents to the document library, and restrict the write access of the document to a particular owner group. Other than you, the following users can have write access to the documents:

    • Only the members of the owner group having write access to the document can edit the document.
    • The user who added the document can edit the document.

    A user having write access to a document can provide read access of the document to multiple owner groups. You can restrict the ability to share a document with any external application other than BMC Helix Business Workflows while adding a document to the document library. You must be a document manager to get read access of a document. However, when you consume a document in a case, you can view the document even if you are not a document manager. The maximum file size of an attachment stored in a document is set in BMC Helix Platform.

     

    Document status

    A document in the document library has one of the following statuses:

    • DraftWhen you add a document in the document library, by default it is in the Draft status. You can edit a document only if it is in the Draft status.
    • Published—When you change the document status to Published, it is available for consumption in cases and tasks.

     

    Document Manager

    Every tenant is assigned a document manager, who can add and manage documents in the document library. For a case business analyst, the document manager's functional role is provided out-of-the-box. You can also assign the document manager's functional role to a case manager or case agent.
    As a document manager, you can perform the following tasks:

    • Add a document to the document library
    • Edit a document in the document library
    • Provide read access of a document to other support groups or companies
    • Delete a document

     

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    A user must be the document manager to add or edit documents in the document library.

    For more information go here: Setting up roles and permissions