Deleting an Email Attachment

We have added the option setting to allow Work Manager users to delete email attachments from a work item. This is useful when, for example, you are dealing with sensitive information in email attachments and you need to delete file information so that it so it can no longer be viewed.

Once the setting in Builder is on, Work Manager users can select an item in the Files card of a work item and delete it.

The deleted attachment will also be deleted from other related work items such as other Actions in a Case, Sub Cases, child and parent Tickets if a Ticket has been merged, child Cases and parent Tickets if a Ticket has been converted to a Case.

But note that if you delete an email attachment from a Ticket that has been split or is the child Ticket of a split, the deleted file will not be deleted from the other child Ticket(s) or the parent Ticket.

Note also that deleting an attachment from a linked work item will NOT delete the attachment from the work item(s) it is linked with.

The attachment will be deleted from all parts of the system, so you won't be able to search for it in Quickfind, and it will not be available to attach to a new email relating to the work item.

Any further activity on the work item will not resurrect the deleted attachment and creating a new linked work item will not resurrect the deleted attachment.

You will be notified in the timeline when an email attachment has been deleted, along with the name of the file that was deleted, who deleted it and the subject and date/time the email it was attached to was sent.

To enable this, you need to switch the new setting in Builder's System Settings on. Note that it is set to off by default.