Attachments are displayed inconsistently based on they are uploaded through portal or ITIL backend

[Santhosh15]

Hello All,

When request is submitted via the Portal, and an attachment is added, it is only visible in the record Work Notes.
When the attachment is added from the fulfillment end, it is displayed in the "Manage Attachments" section at the top of the screen.

Why in portal view is not showing attachments in manage attachment section?

Thank you,

With Regards,

Santhosh Kumar

[vaishali231]

Hey @Santhosh15 

When a request is submitted from the Service Portal and an attachment is added, the attachment is uploaded through the catalog/portal widget. These attachments are linked to the request context and are shown in the activity stream (Work Notes or Additional Comments). They are not treated as header-level record attachments.

On the other hand, when attachments are added from the fulfillment side using the platform UI, they are directly attached to the record (RITM or sc_task) in the sys_attachment table. That is why they appear in the “Manage Attachments” section (paperclip icon) at the top of the form.

The Service Portal does not automatically display header attachments unless a widget is specifically designed or customized to do so. This is by design and not a defect.

If the requirement is to show portal-uploaded attachments in the Manage Attachments section, it will require:

Customizing the Service Portal widget to read from sys_attachment

Or adding attachments after the record is created and explicitly associating them to the record

Otherwise, users should expect portal attachments to appear in the activity stream only.

*************************************************************************************************************
If this response helps, please mark it as Accept as Solution and Helpful.
Doing so helps others in the community and encourages me to keep contributing.

Regards
Vaishali Singh