Attachments not getting added when customers upload files from Portal Case form

[Saranya M2]

When customers try to add an attachment to a Case record from the Service Portal, the attachment is not getting uploaded or saved. This issue occurs only for customer users on the portal.

[Ankur Bawiskar]

@Saranya M2 

seems to be ACL issue

Did you debug using Access analyzer?

that customer is able to add comments etc to case?

Is that case closed or open?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[4078_TA]

hi @Saranya M2 ,

Can the user create an entry in the sys_attachmenttables . please using the "debug security rule"can you check acl . this might be  because of missing ACL (Access Control List) or cross-scope access permissions.

 If you found my solution helpful, please mark it as Helpful or Accepted Solution...!

thanks,

tejas

Email: adhalraotejas1018@gmail.com

LinkedIn: https://www.linkedin.com/in/tejas1018

[SumanthDosapati]

@Saranya M2 

In ServiceNow, the glide.attachment.role system property controls which user roles can create attachments.

Please check if this is the issue.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[SagnicDas_dev]

Hi @Saranya M2 ,

Basically your problem may occoured from an ACL.

To resolve this, focus on Access Control Lists (ACLs) and User Criteria, as this is a permissions issue specific to external roles (e.g., snc_external).

1. Check sys_attachment ACLs :

The most common cause is the user lacking permission to create records on the attachment table.

• Fix: Ensure there is a Create ACL for sys_attachment that grants access to the snc_external or sn_customerservice.customer role.

2. Check Table-Level Write ACLs: 

Users cannot attach files if they cannot "write" to the record itself.

• Fix: Verify the user has Write access to the Case [sn_customerservice_case] table. If the Case is in a "Closed" or "Resolved" state, ACLs often block updates; you may need to adjust these to allow attachments on closed records.

If you fid it helpful please mark it as helpful.

Regards,

Sagnic