ITIL user unable to delete attachment when incident is closed/cancelled

[Ashwin Perumal1]

Hello All,
I could see that a user with itil role not able to delete attachment from portal or from backend view when Incident is closed or cancelled. I wanted to know how this configuration is ocuuring..I am not able to see any relevant code for this configuration in any widgets or any other scripts for backend view. 
Similarly I checked for request but for request itil users able to delete or edit attachment even when request is  closed complete/closed incomplete.

Can anyone help me where this configuration is hidden instance. I am curious to know how could for incident alone for itil users not able to delete/edit attachment when incident is closed/cancelled.

[Community Alums]

Hi @Ashwin Perumal1 ,

If you wish to enable it for everyone.

There's a client script that's enabled by default.

Or you could just make it false, do all your deleting, then turn it back to true.

[Ashwin Perumal1]

Actually my aim was not to delete the records, I wanted to know why itil users for incident when closed /cancelled state alone they are not able to edit or remove attachments. Even i inactivated this script but still itil users itil users not able to see an option to edit/remove any attachment from incident when closed and cancelled. Moreover this client script is alo not role specific

[swathisarang98]

Hi @Ashwin Perumal1 ,

There are two things which are hiding attachment icon when state is Closed or cancelled for itil user

1.The "(BP) Hide Attachment Link when Closed" Client Script \

   Even though if you deactivate this the attachment will be hidden

2.There are Write acl for incident table which will check if the incident is not closed or cancel and will allow itil users to update incident and these acl are restricting itil user from editing attachment it will only work for admin because acls have admin override checked(set to true).

Acls

https://<instance_name>.service-now.com/sys_security_acl.do?sys_id=66ec26370a0a0b0100a67b597d415b84
https://<instance_name>.service-now.com/sys_security_acl.do?sys_id=66ecaf4d0a0a0b010029ce5027a8d56f

Referred snow article,

https://hishowcase.service-now.com/kb?id=kb_article_view&sysparm_article=KB0718509 

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Ashwin Perumal1]

Hi Swathi,
I deactivated the above 2 acl's and client script also..but when I checked still I don't see any option for ITIL users to edit/remove attachments from portal or backend view when incident state is closed/cancelled. 

As per the you comments on ACL's deactivated but still ITIL user has no option to edit/remove attachment on closed/cancelled state. I am really stuck up like how this configuration is done in instance. Can u pls share any other inputs on this if your aware.

Thanks in advance