Attachment Bulk Download

Oracle Service Cloud allows the attachment of files to all standard and custom objects. The most common uses are when staff attach files to Contacts, or when customers attach files to Incidents.

But in order to access those files a user would normally have to search for the desired record, open it, go to the “Attachments” tab and open or download the file attached.

This was not manageable for one of our clients. They were asking many of their customers to upload a file through the portal, and then they wanted a specific team to analyse all files uploaded by the customers. Obviously it was not feasible to go into each and every record, download the file, etc.

So they asked us, at Capventis, if it was possible to bulk download all attachments. Actually, they wanted something even more clever. The ability to search in an object, for all records that had attachments, by date range and type, then select only the ones they wanted, and download the files to their local/shared drive.

Our team discussed and it was definitely possible to build such capability using an add-in. But why re-invent the wheel, when we were certain that our long-standing partners in Holland, WeSquare, surely had something similar or that would fit, as they dedicate themselves to develop add-ins for Oracle Service Cloud.

We were right, and in a few days WeSquare had developed an Attachment Bulk Download add-in perfectly aligned with our customer’s needs. Once more the partnership was a success and WeSquare demonstrated their specialism and knowledge.

Open the add-in from the Navigation Set.

OSvC_Attachments_Download1

Search for all records that contain an attachment, by date range and type.

OSvC_Attachments_Download2

Select only the records from which you want to download the files attached. Ability to “Select/Unselect All”

OSvC_Attachments_Download3.png

Click “Download” and select the location to where files will be downloaded.

OSvC_Attachments_Download4

 

File Attachments – Open vs Download

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“.

OSvC_FATTACH_CONFIG_SETTING

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.

OSvC_FATTACH_CONFIG_SETTING_Open.png

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.

OSvC_FATTACH_CONFIG_SETTING_Download