Disable Attachment Upload on Service Portal for Closed RITM

[abhijee]

Hello Team,

I am working on a requirement to disable the attachment upload option on the Service Portal once a Requested Item (RITM) reaches a closed state (such as Closed Complete).

The expectation is that after the request is closed, users should not be able to add any new attachments from the portal (Attachment tab).

I have already tried using the disable_attachment method, but it is only working in the native UI and not on the Service Portal.

Has anyone worked on a similar requirement before? Could you please guide me or suggest a solution?

Thank you in advance.

[Ankur Bawiskar]

@abhijee 

UI policy won't work on the portal

You can use before update BR if you want to stop the update

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[Rakesh_M]

Hello @abhijee ,
The Additional comments become read only(OOTB) when the RITM is closed complete/skipped/incomplete for end users.
And to disable attachment use Before Update BR.

[Ankur Bawiskar]

@abhijee 

if this is for ticket page then you can update the config in Standard Ticket Configuration for sc_req_item

Output: This will hide the attachment tab but the paper-clip icon will still be shown

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Subalakshmi P2]

hi Abhijee,

Having the same requirement to deny attachment upload on Service Portal for Closed RITM. Were you able to resolve the issue?

Thanks

[Abhijeet_Pawar]

Hello @Subalakshmi P2 

I have fulfilled the attachment restriction requirement on the portal using ACLs. Could you please confirm whether this requirement applies only to one catalog item or to all catalog items currently available in the system?

I believe ACLs are the most suitable option to fulfill this requirement. I have tried several other approaches, but none of them worked as expected. I would recommend trying the ACL approach, as it should resolve the issue.

Also, I suggest creating the ACL on the RITM table rather than the Attachment table. This will prevent the end user from removing attachments from the request.

I hope this approach helps resolve the issue. Please let me know if you need any further assistance.

Thank you.