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.

[OlaN]

Hi,

I'm curious, what's the use case for this requirement.

If the user uploads an attachment to a closed RITM, okay, then what.

The case is closed so the attachment upload can just be ignored, right ?
Why does the attachment upload need to be restricted?

[Subalakshmi P2]

Hi,

The requirement is mainly for integrity and auditability. Many RITMs contain approved forms and supporting documents that serve as audit evidence. Once a RITM is closed, the record should remain unchanged.

Allowing attachments to be added after closure could introduce documents that were not part of the original review or approval process. Restricting uploads helps maintain an immutable and auditable approval record.

[OlaN]

Okay, still seems kind of strange. From an audit perspective it would be quite clear that the additional attachments are uploaded after the ticket has been closed, since the closure and the attachment creation are logged.

Anyhow, you could prevent an attachment upload by writing a business rule on the Attachment table.

See example below:

[Subalakshmi P2]

Hi,

Thanks for your response. The attachment upload is blocked, but the attachment (paperclip) icon is visible. When clicked, users see an "Attached" message even though no file is uploaded.

Could you please advise how to hide or disable the attachment icon for closed RITMs?

Thanks.

[Ehab Pilloor]

Hi @Subalakshmi P2,

As long as attachment upload is blocked, it is fine. You may create technical debt while trying to over customize for the requirement. Not every requirement needs to have exact solution. 

Kind Regards,

Ehab Pilloor