Overview
In Progression, you can define whether attachments (photos, documents, files) are displayed or sent by default to customers.
This configuration is managed by attachment file type, allowing you to control exactly which files are automatically shared based on your operational requirements.
This feature allows you to:
Decide whether a document should be automatically visible to the customer
Prevent internal or irrelevant files from being shared
Standardize attachment behavior across your entire team
Configuring Default Attachment Visibility
Access Attachment File Types
Go to the Configuration menu and click Types.
In the list of available types, select Attachment File Types.
Configure Customer Visibility
Within the attachment file type record:
Locate the "Show to customer by default" option.
Select one of the following:
Yes – The file will be visible to the customer by default.
No – The file will not be visible by default and must be enabled manually.
Click Save to apply the configuration.
⚠️ Important: The default attachment type also determines which attachment type is automatically assigned when taking photos from a mobile device.
Manually Controlling Attachments on a Work Order
⚠️ available on the web platform only.
Even when a file type is configured as visible or hidden by default, you can still control visibility on an attachment-by-attachment basis.
Within a Work Order, under the Attachments tab, you can:
Select individual attachments
Determine whether each attachment is visible to the customer
Apply exceptions based on the situation (for example: internal files, sensitive information, or irrelevant documents)
This flexibility allows you to maintain a global default configuration while retaining precise control over what is actually shared with customers.
Examples
Example 1: Customer Photos
You may configure the Site Photos attachment type as visible by default so that photos are automatically included when sending service reports to customers.
Example 2: Internal Documentation
You may configure the Internal Notes attachment type as hidden by default to prevent internal documents from being shared accidentally.
Example 3: One-Time Exception
If an attachment is normally visible by default but contains sensitive information for a specific work order, you can manually disable customer visibility for that file before sending the report.
Best Practices
Create clear attachment categories (Customer Photos, Internal Documents, Warranty Documents, etc.).
Enable customer visibility only for information that provides value to the customer.
Review attachment visibility before sending important documents.
Train users on the difference between attachment type defaults and manual attachment-level visibility.
Periodically review attachment file types to ensure they still align with your business processes.
FAQs
Does changing the default visibility affect existing attachments?
No. Updating the configuration only impacts future attachments associated with that file type. Existing attachments may need to be adjusted manually if required.
Can I override the default visibility for a specific attachment?
Yes. Visibility can always be modified individually from the Attachments tab of a work order.
Can attachments hidden from customers still appear internally?
Yes. Hiding an attachment from the customer only affects what the customer can view. Internal users with appropriate permissions can still access the attachment.
Are visibility settings applied to both PDFs and email communications?
Yes. Visibility settings determine which attachments are available to customers when viewing generated documents and during customer-facing communications.