Attachment Buttons Not Functioning Properly in Catalog Items

[henriquejorge]

I’m encountering a strange issue with attachment variables in certain catalog items on our ServiceNow instance. The problem occurs specifically when using the impersonate feature, and it only affects our development and test instances. The production environment works perfectly fine.

Problem:

• When users click the attachment button "Upload "to upload a file in any of the catalog items, nothing happens.
• If the user reloads the page, the attachment function works as expected for all the affected items, regardless of which item was reloaded.
• Once the attachment button works, the issue does not reoccur for that user unless impersonation is used again.

Reproducing the Issue:

• The issue is triggered by impersonating a user.
• Both the impersonated user and the original user (after ending impersonation) will encounter the problem.
• Reloading the page resolves the issue temporarily until another impersonation session is initiated.

Troubleshooting Steps Taken:

• The issue is only present in the development and test instances. The production environment does not exhibit this behavior.
• We identified three plugins that are present in production but not in the dev/test environments. We installed these plugins one by one and tested after each installation, but the issue persisted.
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Has anyone encountered a similar issue, particularly related to impersonation affecting attachment functionality in catalog items? Any insights or suggestions on how to further investigate or resolve this would be greatly appreciated.

Thank you in advance!