Catalog Item Creates RITM- Attachment randomly does not make its way to the RITM

[Tfnhodgi]

Hello,

We have a Catalog Item designed specifically for onboarding new users, which requires a mandatory attachment, typically an Excel file. In most cases—about 99% of the time—the attachment successfully reaches the RITM (Requested Item).

However, there have been isolated instances where the attached Excel document seems to vanish. While we do not have the "Add to Cart" option enabled, users can save their requests as drafts. Unfortunately, despite our efforts, we have been unable to replicate this issue, though it has been reported by our helpdesk team on a few occasions.

Any insights or recommendations would be greatly appreciated. Thank you!

[JenniferRah]

Does the missing attachment show up in the deleted records list? It could be getting added but then deleted. 

Another question is whether the users in question have access to encryption? If they are adding it with a key that other users can't see, then the user who submits it would see it but other users (without access to that same encryption type) wouldn't be able to see it. 

That's all I can think of, given that you can't reproduce it. 

[Tfnhodgi]

Hi Jennifer,

Thank you for the response. It does not look like anything has been deleted. 

No encryption has been used.

[JenniferRah]

Do the missing attachments have any special characters in the names?

[Tfnhodgi]

Hi Jennifer,

I just tested that theory and those attachments make it. Very strange issue and I appreciate your input. We are going to have our helpdesk notify us right away if this happens again.