One specific user not able to add attachment

[Query1]

Hi, One specific user not able to add attachment. it is working fine for other users having same access. the user also tried to clear browser cache, tried another browser, different file type/size etc. but still no luck. any solution?

[Query1]

Hello Mike,

I checked below:
1. in "sys_attachment" list,  the attachment is visible with created by "users name",

2. after submitting the ticket, the attachment is also visible on "Tickets created by the user" screen on portal.

3. and visible at backend/platform too.

so the issue is that file is uploading but not visible that file is attached on portal side.

add screenshots for reference.

also, I tried to create new user with same email ID, and removed other details like department, payment group etc. to avoid getting filtered in ACL, added admin & ITIL roles. still the issue is same.

[Mohith Devatte]

@Query1 Hello,

is it a record producer and the user is facing difficulty to attach a file to that on portal before submitting the form?

[Alexandru Popa]

Hello, 

In my case I've managed to identify this cause. 

1st check the user id in sys_user table. Check for nr of characters the user id field has. On my instance the field value was modified to accept more then 40 characters long user id's. 

2nd check the sys_attachment table, note that 'updated_by' field has a default of 40 characters long. 

To teste the theory I've modified the user id to a 40-character long string then the user was able to see the attachment icon and upload files. 

Hope this helps. 

[Alexandru Popa]

Here is my scenario:

When a user tries to create a new request in the Service Portal, the attachment button is not visible.

I noticed that the user who attempted to upload a file on the portal has a 42-character long User ID value (the user_id field on the sys_user table was set to a 120-character limit, probably due to an enhancement).

After several investigations, I observed that if the user ID is renamed to a 40-character long string, the attachment button shows up, and the user is able to attach documents.

This may be because the "sys_created_by" and "sys_updated_by" fields on the sys_attachment table are set to a default 40-character string.

I hope this information helps.

Thank you."