How to see attachment on case generated on CSM requests

[Julien]

Hi everyone,

So, I'm facing an issue I don't quite know how to solve. The use case is as follow:

Our customer is using ITSM and CSM.

On the CSM portal, they have a Request Catalog. External users have access to a dedicated catalog and can create requests, which then get encapsulated in a case record. It's all normal and expected.

We're in the process of rebuilding some of the items, and for certain new items, attachments are mandatory. While testing, our tester started complaining that they don't see the attachment they have added to their request.

And indeed, as external users, they only have access to the case record. But the attachment is located on the requested item created.

And honestly, having access to a document you have yourself attached to a record you have created makes sense to me.

Basically, what needs to happen is that on insert of a new ritm, if the parent of the request is a case, then I want to copy the attachment. And we only want this to happen on insert.

In theory, that's quite clear. But in practicalities, I think the order of creation/relation of the different records is such that my BR is never running on insert, as I think the condition is never satisfied.

I tried on after insert and async BR on case and RITM, they're never triggered.

If I allow it on update too, then they work flawlessly.

I think at the end of the day, we may create a custom action or subflow to insert at the start of all the "external request" flows, but that then depends on procedure rather than system logic and so prone to human mistakes in the future.

I'm curious if anyone has already faced that problem, and if yes, how this was solved.

The use case doesn't seem that crazy to me, and I'm quite surprised this is not a functionality out of the box.

Thanks for any input you can provide

[Mark Manders]

Well... the attachment is linked to your record, not on your record itself. Question is: why only on insert? If I add an attachment during the resolving of the case, it should also be copied, right? I would just create a flow to handle this (not on every flow, but a flow for all external requests). For every external request, have it check on the attachments and if they are there, copy them to the Case and vice versa.

[Julien]

Hi Mark,

The "only on create" is the decision of the architect. If they want to provide anything to the requester, then SDesk has to attach it to the case, else there's risk of "unwanted" attachments being copied automatically.

[Marina Leksina]

Hi Julien, 

I have exactly the same issue. The attachment that customer themselves attach during the creation of case from csm portal is not appearing on case, but it does exist on the connected RITM. I also tried to create a BR on after insert and use 

GlideSysAttachment.copy() function, but my BR is also never gets triggered... I checked all the ACLs on the sys attachment table and even probably create redundant ones to allow snc_externals to create and read attachments for a certain table... Have you been able to resolve this issue? 

[Julien]

Hi Marina,

I just checked with my colleague and sadly we didn't solve it. As the customer is on a "decustomization" quest, we told them this was the OOB architecture and they reluctantly accepted that. We also proposed to create a custom flow action and rework the flows, but it was deemed too costly. So that's that...

If you find a solution, don't hesitate to share it, I'd be interested to know how you did it.

Good luck, and have a great day