End users not able to download the attachment added using variable

[Gaurav Vaze]

The user is unable to open the attachment attached via the "Attachment" variable.
I tried to open the attachment with my admin account and It did work.

I am trying to download the attachment by impersonating an end user, but when I click on the attachments, it doesn't download but opens a new blank tab showing the sys ID of the attachment.

user has an ITIL role but still, he/she is not able to download the attachments.

These attachments are getting stored in the ZZ_YYsc_cart_item table.

Im not sure what should I check and what next steps should be taken
its affecting the instance and any help will be appreciated
Thank You!!

[Gaurav Vaze · Accepted solution]

I got the solution for this
I created a READ ACl on the sys_attachement table
Type: Record
Operation: Read
Protection Policy: None
I had to check the correct table as due to the custom portal the attachment uploaded through variables gets stored in the 'ZZ_YYsc_cart_item'
following is the script

answer = getSCAttachmentReadAnswer();

function getSCAttachmentReadAnswer() {
    if (current.table_name == 'ZZ_YYsc_cart_item')
        return true;
}

[a5hubh]

answer = getSCAttachmentReadAnswer();

function getSCAttachmentReadAnswer() {
    if (current.table_name == 'ZZ_YYsc_cart_item')
        return true;
}

[Gaurav Vaze]

Hey Shubham,
you posted the same script what I did,
If my script helped you, then please mark it as helpful
Thank you
    Gaurav Vaze
ServiceNow Developer

[GMoon]

Thanks for sharing this solution, we had this exact issue.