Portal Comment attachments how to make them appear or easily accessible in Customer service Hub

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Posted on by JustinWesty

Hi Team,

This question has been asked previously but it seems like a dead lead only one reply asking has a solution been found

https://community.dynamics.com/365/customerservice/f/dynamics-365-for-customer-service-forum/285732/how-do-i-make-attachments-appear-on-the-timeline-in-customer-service-hub

we are facing a similar issue just for ease of access for the CSR user.

is there a way to make this visible to our users?

currently, you can from the timeline access the record which shows you another timeline which has the attachment but I am wanting to access the attachment directly in the case timeline.

look forward to your responses

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Answers (1)

JustinWesty 16 on at

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RE: Portal Comment attachments how to make them appear or easily accessible in Customer service Hub

Hi Leo,

Thank you for your reply, extremely insightful it will overcome one of my issues to identify which comments have attachments :)

my next solution will have to be good old fashion training!

Thank you again for your reply and hopefully, it will be insightful to future readers.

Kind Regards,

Justin
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LeoAlt 16,331 on at

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RE: Portal Comment attachments how to make them appear or easily accessible in Customer service Hub

Hi partner,

Unfortunately it is by design.

At most we could only show the filename of portal comment in timeline in UCI, but we could not access the file directly in timeline.

Here are the steps.

1.Create a new text field in portal comment entity.

2.Create a new card form for portal comment entity, and add fields you need on it, remember to add at lease one field to "header" otherwise the timeline will not shot portal comment records.

3.Go to case form editor, open the timeline properties, change the display format to card form.

4.Create a new Flow (Power Automate), set the trigger condition to when creating a new note. (As we know, attachments are stored in notes related to the portal comments)

Set the condition if the object type is "adx_portalcomment"(complete name of portal comment).

Then create an update record action, update the portal comment.

Here I store the note documentbody to comment description filed, but finally they just exists in bytes.

Here are the result.

We could only show filename, but could not access it directly

If you still need this requirement, you could raise an idea to Microsoft.

https://experience.dynamics.com/ideas/

Best Regards,

Leo