Agent Desktop

Get Involved. Join the Conversation.

Topic

    Lage Antony
    Need to Restrict File Attachments in Agent ConsoleAnswered
    Topic posted July 16, 2018 by Lage AntonySilver Medal: 2,000+ Points 
    65 Views, 4 Comments
    Title:
    Need to Restrict File Attachments in Agent Console
    Content:

    Hi Everyone, 

    Is there an option to restrict file Attachment type of certain type for  Agents using Agent Desktop and Agent BUI. Only following file attachments are allowed to be uploaded. 

    Do we have any configuration setting for this task?

    • doc 
    • jpg
    • mht
    • mov
    • mp4
    • mpg
    • msg
    • odt
    • pdf
    • png
    • rtf
    • docx
    • jpeg
    • xlsx
    • xls
    • txt
    • png
    • gif
    • bmp
    • svg
    • tif
    • tiff
    • ppt
    • pptx
    • csv

     

    Thank You In Advance

    Lage Antony

    Version:
    18A

    Best Comment

    Sebastiaan Draaisma

    Hi Lage.

    That is to my knowledge not possible (at least not out of the box). Maybe with a customization.
    I don't even think it is possible (out of the box) to disable the attachment option for agents (I couldn't find it in profile settings and configuration settings)

    I think this might be a good candidate for the idea lab as it would increase security to be able to disable and or limit attachment file types.

    EDIT: I found the following idea in the lab:
    Prevent agents from adding attachments to email responses

    There has been quite a few topics raised on the user discussion forum (including one from myself) about the possibility of disabling this function but currently there is no OTB functionality to do this so developers are having to write some custom code for this to be disabled.

    I was unable to find an idea related to file type restriction but I think writing your own customization for file type restriction is the only option here.

     

    Comment

     

    • Sebastiaan Draaisma

      Hi Lage.

      That is to my knowledge not possible (at least not out of the box). Maybe with a customization.
      I don't even think it is possible (out of the box) to disable the attachment option for agents (I couldn't find it in profile settings and configuration settings)

      I think this might be a good candidate for the idea lab as it would increase security to be able to disable and or limit attachment file types.

      EDIT: I found the following idea in the lab:
      Prevent agents from adding attachments to email responses

      There has been quite a few topics raised on the user discussion forum (including one from myself) about the possibility of disabling this function but currently there is no OTB functionality to do this so developers are having to write some custom code for this to be disabled.

      I was unable to find an idea related to file type restriction but I think writing your own customization for file type restriction is the only option here.

       

    • Lage Antony

      Thank you, Sebastiaan. Really Appreciate your valuable suggestions.

    • Charlie Mopps

      I think you could do it with a desktop plugin, restrict access to file types in the plugin then upload it via API call. 

      But I'd first question if you really need to. It depends on your business need. Are you intending to send these files to external customers? Or are you trying to store them in the application and the only people accessing them are other employees? If you're trying to store them in the ticket, that's pretty much universally a bad idea. It's better to store them somewhere on the network or in a tool like sharepoint and then leave a link to it in ticket that anyone reviewing it can follow. Then you can restrict upload in the other tool. OSvC tool is not a storage solution and should not be used as one. 

    • Lage Antony

      Hi Charlie Mopps,

      I really appreciate your comments and  really thankfully for your time and feedback. In our case I raised this question because of our clients TRA team/Security team raised it as a concern. I was trying to figure out whether we have any way to restrict the file type out of the box for Agent Desktop and Agent BUI. What I figured out is the 

      By default Agent desktop don't have a feature to restrict file upload by Type. 

      Thanks,

      Lage Antony