As you know Oracle Service Cloud has a capability that allows users to attach files to any object, standard (e.g. contact, incidents) or custom object.
This causes some security concerns as hackers can attempt to send files with attacks. And despite all attachments are scanned for malware, some hackers could be able to evade detection.
That is why there is a configuration setting that prevents users of Oracle Service Cloud from opening files, and forces them to download the file if they want to open it.
This configuration setting is set to “No” by default in order to protect not only Oracle Service Cloud but also its data.
FATTACH_OPEN_ENABLED is the key/name of the configuration setting, with the following description: “Enables the option to open file attachments in the Oracle Service Cloud Console. If disabled, file attachments can only be downloaded“.
As it says on the description, if this configuration setting is set to “Yes” users will be allowed to open the file directly from the console (having the “Open” link active on the attachments report/control.
But if the configuration setting is set to “No” the “Open” link in the the attachments report/control will be disabled (greyed out) and users will only have the option to download by clicking the “Download” link.