Custom Footer tab for Emails

User Experience
3

Just so I get this right

Business Problem

The utilities widget for attachments is getting overcrowded with the sent emails. Users would like to see actual case documents, not the emails.

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“View all” has no grouping ability, so this doesn’t really overcome the problem either?

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Potential Solution

I have only implemented solution 1 and 5, so would be keen to see others experiences here.

Are 2, 3 or 4 viable? Or did you go a DX Component route?

Approaches

  1. Hide emails: I had this in '23 days, we opted to hide emails from all persona’s except our business admins
    1. Modifed pyGetAllAtachment to hide emails for certain access groups
    2. You could expand this concept and have a case toggle to turn this on/off (defaulted off)
  2. List View: You could create a List View based on a data page for Link-Attachment class (e.g. D_AttachmentList).
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  3. Attachments on Work: You could create attachments field on your case, these allow multiple and when you drop that into a Partial View it will show the list of those attachments. In this approach you’d need to copy the metadata and attachment into that field.
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  4. Embedded Data attachments: You could created your own embedded data property in your case. Data Level Attachments are supported from 24.2. In this approach you’d need to copy the metadata and attachment into that field.
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  5. Embedded data (no attachment): Copy the email details into your own embedded data, forget the pega generated attachment. The important thing is the email content and metadata, which can be easily copied into your own list of embedded data. You can even show this in a nice timelines view with expand/collapse:
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Challenges/Issues

  • Option 2, list view.
    • Assumes: the datapage is queryable and you are returned a URL field that would open/download the attachment.
    • A cursory review of Link-Attachment class and data page, doesn’t seem to be made for Constellation apps (nothing relevant, no views, datapage I mention is not queryable)
  • Option 3 / 4, your own fields in the case
    • Requires you to physically copy the attachment from the email into your own fields. The benefit here is attachments have an ability to open natively AND in '26 get an upgrade with the ability to see attachments side-by-side with your case.
    • You might be able to utilise Rendering Image Attachments in a View (Infinity '25) from @machp to enhance this
  • Option 5, embedded data on case but no attachment
    • Is far cleaner as you don’t try to intercept anything Pega is doing, you could even turn off the generation of the email attachment I believe.

As I say, I have not done 2, 3 or 4, so would really like some expertise from the community, someone who has exhausted those options to find the bet one for you!