The visibility of the attachment button in a workspace Compliance case can be affected by several factors such as user roles, system properties, and form design. Here are some steps you can take to troubleshoot and resolve this issue:
1. Check User Roles: Ensure that the user has the necessary roles to view and add attachments. The 'attachment_create' role is required to add attachments.
2. Check System Properties: There is a system property 'glide.ui.attachment_list.view_roles' which can restrict the visibility of the attachment button to certain roles. Ensure that this property is not limiting the visibility of the attachment button.
3. Check Form Design: The attachment button is part of the form header. If the form design has been customized, ensure that the attachment button has not been removed or hidden.
4. Check Workspace Configuration: In the workspace configuration, ensure that the 'Attachments' section is enabled for the Compliance case form.
5. Clear Cache: Sometimes, clearing the browser cache can resolve such issues.
6. Check for Custom Scripts: If there are any custom scripts running on the form, they might be affecting the visibility of the attachment button. Check and modify these scripts if necessary.
7. Contact ServiceNow Support: If none of the above steps resolve the issue, it might be a bug or a more complex configuration issue. In this case, contact ServiceNow support for further assistance.
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