Email-2-Case.
When the email arrives, and it has an Attachment, the attachment is owned by someone other than the Case Owner. This is causing errors because the Case Owner is trying to change the name of the attachment.
Where is this set?
Thanks
Shawn
Hi Joward,
Thank you for the reply. I do want to let you know, that it is possible to edit the 'Name' of the attachment (or File) in both Lightning and Classic.
What I am looking for is this.
When an email is received, through the Email-2-Case process, that has an attachment, say a PDF document. A Case is created and the PDF is added to the Files or Attachments sections (Red Boxes).
The problem is, if you open the attachment or File, and look at it, the 'Owner' of the Attachment is not the same person that 'Owns' the Case.
The Case is 1st assigned to a Queue, and then a Customer Service person assigns the Case to themselves. But the Attachment is 'Owned' by a different person. That person is the one listed as the 'default' Case Owner in the Support Settings section.
The problem is, when the Case owner goes to change the 'Name' or the attachment, they can not due to not having 'access' to edit a record owned by someone else.
I am thinking 'Sharing Rules' to solve this, but I was looking for something I could change in the settings or something.
Thanks
Shawn
