How to attach a file to a change request ticket with Ticket Attachments widget as a user who does not have a role

[Kurumi]

I want to clone the "Ticket Attachments widget" and modify the code to attach the file to the change management ticket even for users who don't have the role. If anyone knows how to do it, please let me know.

Also, if anyone knows anything about the "Ticket Attachments widget" settings, please let me know.

[Allen Andreas · Accepted solution]

Hello,

You'd need to review your "write" ACLs for that specific table (sys_attachment). You may need to create one to allow them to write to the comments specific field and use condition like: table is change_request, etc. or something to that effect so that they can attach a file to the change request table.

You may also need to review creating "read" ACL as well since they have to be able to SEE a record to be able to WRITE to it.

Please keep in mind that opening up ACLs could have certain implications on licensing and you may want to review this change with your ServiceNow Account Executive just to be sure everything is ok.

Please mark reply as Helpful/Correct, if applicable. Thanks!