Attachments Not Visible to Some Users on Incident Records

[Sirri]

Hi All,

Please find below the key points regarding the issue:

Issue Summary:

Attachments on incident records are not visible to some users.
As administrators, we can view the attachments without any issue.
When impersonating the affected users, the attachments are also visible.
However, when these users log in directly, they are unable to see the attachments.

Please find the attached screenshots for your reference.

Let me know if any further details are required.

Thank you

[Bhuvan]

@Sirri 

Check below link for resolution,

https://www.servicenow.com/community/sysadmin-forum/user-can-t-see-some-attachments-but-i-can-when-i...

https://www.servicenow.com/docs/bundle/zurich-platform-security/page/administer/encryption/task/atta...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Rafael Batistot]

Hi @Sirri 

Attachments are stored in the sys_attachment table, not directly in incident.

Check if there are custom ACLs that restrict read access when users are logged in directly.

Sometimes impersonation bypasses certain client-side conditions, so the difference could come from that

Check if the users have read access on sys_attachment (System Security → Access Control → Table [sys_attachment]).

[Ankur Bawiskar]

@Sirri 

Things to check

1) if same user with same person is able to see in DEV or not

2) any custom logic is present to hide the attachment

what debugging did you do from your side before posting the question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Simon Christens]

Try using Access Analyzer.

This is a great tool to debug access in general

Fill out the form

Check the evaluation

This should lead you in the right direction - this is just an example.