Getting "Cannot set properties of undefined (setting 'shared') when using attachment.

[CatchTheFletch]

I have had an issue for a while where external users are not able to attach anything to catalog items in our CSM portal. Essentially if I impersonate someone and go to attach a file I will get the File Explorer open to choose a file but then nothing actually attaches. These users are snc_external and as far as I can tell in security setting and anywhere else I've looked snc_external users should be able to attach.

But I noticed in the console I get a TypeError: Cannot set properties of undefined (setting 'shared') error and have no idea what that is referring to but it happens when I try to attach so I assume it is related.

Any help would be appreciated.

[KP28]

I'm also getting the same error in one of our Demo instances in Utah version. The snc_external user can upload the attachment when submitting the form. But not from the case detail page. Anyone come across this and knows how to fix this?

[Alok Yadav]

I am also getting the same, trying to find the solution, please let me know if there are any leads.

[KP28]

Opened a support case, and turned out the issue for us was the widget "Encryption Context Picker" didn't have snc_external and snc_internal role. As per support, this is part of problem PRB1637755 (https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1263036) and will be fixed in Vancouver release. Hope this helps!

[CatchTheFletch]

Thanks for the reply and update. Great to know!

I originally marked it as a solution but I'm going to see if the workaround listed works for me first. ServiceNow really struggled to replicate the issue for some reason for us but still hopeful what you linked fixes our problem too.