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.

[Subalakshmi P2]

Hi,

Thanks for your response.

I've successfully blocked attachment uploads using a Business Rule. However, when a user attempts to upload an attachment from the Service Portal, the upload is blocked but a comment entry is still added, even though no attachment is actually uploaded.

Is there a way to prevent this comment entry from being created?
Thanks.

[OlaN]

There is a property you can check, it will probably help you to change to disable writing of comments on closed RITMs.
Find the sys_property named 

glide.sc.allow_comment_on_closed_ritm

[Subalakshmi P2]

hi @OlaN ,
Thanks for the response.
The property glide.sc.allow_comment_on_closed_ritm is set to false and normal comments are restricted on closed RITMs.
However, when users attempt to upload an attachment from Service Portal, the attachment is blocked by Business Rule, but an “Added attachment” comment is still added to the RITM.
It appears the portal attachment widget creates the journal entry before the backend attachment restriction completes. Is there a recommended way to prevent the attachment action from triggering the journal entry for closed RITMs?

[Subalakshmi P2]

Hi,

Can you advise whether setting the "No attachment" dictionary attribute to true on sc_req_item would be a better solution to this?

[OlaN]

Is that some custom thing you've done ?
There is no "attachment added" comment added when I try on a OOB instance.

Maybe you need to check what is generating that comment, and change something?