Images/attachments being removed after promoting to different instance

[Cal Riley]

Hello,

We are having problems with the images attached to our email layouts/templates being removed after a couple weeks. This happened to both our TEST and PROD instances. Our development instance maintains the images attached to those layouts, but after we promoted those to test/prod, after a few weeks the images seem to be removed, causing some branding in our notifications to not show up. I have looked into it and seems there might be a scheduled job that runs and cleans up potentially "orphaned attachments", i'm not sure if this is what is happening or why our images would be hitting this - maybe due to some error in the promotion or what not. Let me know why you think these might be getting constantly deleted (even after we try and put them back in)....

Thanks!

[Slava Savitsky]

Which version of ServiceNow are you currently using? There is PRB1559684 for images disappearing from catalog items, which is documented in KB1217660 on the NOW Support Portal and fixed in Tokyo. That issue is very similar to what you are describing and is caused by "Remove Orphaned Attachments" scheduled job. You may want to deactivate that job temporarily in your instance and see if that resolves the problem. In any case, I would recommend opening a support case with ServiceNow to make sure they fix it for all customers if it is indeed caused by a bug in the platform.