Case Files
Case Files is the private file manager for tickets. It indexes ticket attachments and in-app consultation recordings into one searchable, paginated workspace while preserving the original attachment and recording storage records.
What It Indexes
- Ticket attachments: initial ticket files, reply attachments, note attachments, and evidence files.
- Consultation recordings: recordings saved from approved in-app video consultation rooms.
- Ticket dossier context: each file links back to its ticket so admins can export the ticket dossier from the source case.
Manager Fields
| Field | Purpose |
|---|---|
| Source | Filters normal ticket attachments versus consultation recordings. |
| File Type | Filters images, PDFs, documents, spreadsheets, archives, video, and audio. |
| Visibility | Controls whether the file is internal, customer-visible, lead-only, or manager-only. |
| Redaction | Tracks whether sensitive evidence is not required, pending review, approved, or rejected. |
| Evidence Tags | Labels files as proof, invoice, screenshot, call recording, chat export, policy, approved evidence, or internal-only. |
| Expiry and Watermark | Support retention and export labeling for sensitive file workflows. |
Current UI Behavior
- The global page uses the shared listing shell, table toolbar, filter form, table partial, icon buttons, modals, and pagination instead of one-off page markup.
- The table wraps long file names, ticket titles, governance labels, access text, and actions so columns do not overlap on narrower screens.
- Filters include search, source, file type, visibility, redaction, account, requester, and uploader. Reset returns the table to the full index.
- Pagination is server-backed through the Case File service and preserved by query string.
- Completed consultation recordings appear only when a recording row exists. Removing a recording from the ticket removes the matching Case File source on the next sync.
Access Rules
- Users need
view case filesto open the global manager. - Users need
manage case filesto edit metadata. - Users need
delete case filesto remove the underlying private file. - Users need
view sensitive case files, Admin role, or ticket lead/accountability access to open sensitive files and consultation recordings. - Every preview, download, metadata update, and delete action writes a case file access log.
Ticket Files Tab
The ticket detail Files tab shows the same case-file index scoped to one ticket. Agents can review attachments and recordings without leaving the ticket. Metadata controls use the shared attachment metadata component so visibility, redaction, expiry, watermark, evidence tags, and save actions follow the app component system. The global Case Files page is better for audits across accounts, requesters, uploaders, file types, and redaction queues.
Finalized Ticket Rule
If the source ticket is resolved, closed, or completed, Case File metadata and delete actions are locked until the user has an active admin-approved closed-ticket edit window. Preview and download still require normal case-file access permissions and are audited.