Attachments being added to incidents creates comments in the activity

[Brian Lancaster]

We have noticed that when you add an attachment to an incident is causes comments with a link to the attachment to appear.  We would like to change this to worker notes.  We disabled the Business rule that calls that script include AttachmentAuditTrailHelper but the attachment is still appearing in the comments so it does not appear to be this script include causing the comments to be created.  Anybody have any idea on what makes these updates?

[Andrew Wortham]

Hello bricast,

Likely this is not actually creating an additional comment.  It isn't stored in the journal entry table, and won't trigger notifications etc... Most likely what you are seeing is just the attachment option being selected to see in the activity formatter. Please uncheck it if you would not like to see it.

Best,

Andrew

[Brian Lancaster]

That just hides it from the activity view it still writes it to the activity so when a user goes to the activity on the Service Portal it still shows.

[Brian Lancaster]

I found this post to hide attachments from users that they did not create but it does not work in Service Portal once you add the condition to allow users to be able to see attachments for knowledge articles.

Hide Attachments

[Andrew Wortham]

Hello Bricast,

I didn't know you were referring to the Service Portal.

I do know or have time right now to dig into the scripts that actually take attachments and create the journal entry... but if the goal is just to remove attachments from the conversations widget, one option would be to clone the widget and conditionally remove or comment out the lines that are responsible for adding that image to the conversation.

There is an ng-if that checks to see if e.element == 'attachment' if you wanted to display the attachment conditionally rather than commenting out the whole block, you could just change that condition to be whatever you want.

Hopefully that helps!

Let us know if you have any other questions!

Best,

Andrew