Unable to Remove Files or Attachments from Email Message Records or Email-to-Case Records

Resolving the Inability to Remove Files from Email Message Records

The EmailMessage object has special access rules that limit who can edit or remove associated files. The resolution depends on which org configuration applies to your situation.

Scenario 1: "Set File Sharing to Inherit Record Settings" Is Enabled

Users need at least Read and Edit access to all of the file's related records, or must be set as a Collaborator in the file's sharing settings, in order to Remove a File from a Record. An Admin or file owner can Share Files with People in Lightning Experience and set the desired users as Collaborators.

Scenario 2: Enhanced Email with "Save Email-to-Case Attachments as Salesforce Files" Enabled

When Enhanced Email is active and attachments are saved as Salesforce Files, only the following users can remove files related to email-to-case records:

• The file owner (the Automated Case User specified in Customize Support Settings)
• System Administrators with the "Modify All Data" permission

To allow other users to remove these files, an Admin or the file owner must share the file and grant Collaborator access to the desired users.