Customer screenshots and logs are helpful for troubleshooting, but they may also contain account numbers, orders, or other sensitive information. Attachment functionality requires consideration of file handling, access, and retention periods.

Clear the problem and conditions first

Restrict necessary file types and sizes, check the upload results, and set access permissions within the scope of the work order; guide users to cover irrelevant and sensitive content, and clean up expired files according to rules.

Incorporate rules into actual processes

For example, fault screenshots only require error prompts and operation interfaces. ID cards or complete customer lists are usually irrelevant to troubleshooting and should not be requested for the sake of as much information as possible.

Check with specific scenarios

Test upload interruptions, repeated submissions and work order merging to confirm that attachments will not be exposed through guessable links; download behavior must be auditable, and check the access results of old links after deletion.

Check the processing results item by item

  • The attachment entry should indicate what materials are required before uploading. Customers usually do not know the sensitive fields that may be included in the complete log.
  • Screenshot masking tips and necessary fragment ranges can be provided to allow the data to focus on the problem as much as possible.
  • After the file is received, the type and content are checked first before being opened by the processor; the path is directly spliced ​​without using the file name uploaded by the user.
  • After the work order is closed, the retention period and archiving method of attachments should be controlled by established rules, and customer service cannot download and save them for a long time.
  • When exporting a work order, you can individually choose whether to include attachments and indicate the scope of exported data.
  • When the file is unreadable or missing, the system provides a supplementary entrance to prevent customer service from mistaking the failure to download the attachment as failure to submit it.

How to review before and after going online

When the attachment cannot be downloaded, check the permissions, processing status and whether the retention period has expired, and then guide the resubmission. Don’t repeatedly ask customers to upload complete information. Continue to use existing fragments and clarify what is missing.