Only one user is not able to add attachment

[Sirri]

Hi All,

One end user is try to raise one request. In that request attachment is mandatory attachment icon is visible but when they try to add attachment after upload open attachment is not coming. But remaining all end user are able to attach the document. 

Please let me know why this is happening.

Thank you

[Ratnakar7]

Hi @Sirri ,

If only one user is experiencing issues with adding attachments while others can do so without any problem, there could be several potential reasons for this behavior. Here are some troubleshooting steps you can take to identify and resolve the issue:

1. Browser Compatibility: Verify if the user experiencing the issue is using a compatible browser. Ensure they are using a supported browser version according to the ServiceNow compatibility matrix.

2. Browser Extensions: Ask the user to disable any browser extensions or add-ons that might interfere with the attachment functionality.

3. User Role and Permissions: Check if the user has the necessary roles and permissions to attach files. Ensure they have the appropriate access to the record where they are trying to add attachments.

4. Network Connectivity: Verify if the user has stable network connectivity. Poor network connectivity can sometimes cause issues with file uploads.

5. Attachment Size Limit: Ensure that the size of the file being uploaded does not exceed any attachment size limits configured in ServiceNow.

6. JavaScript Errors: Check the browser console for any JavaScript errors that might be preventing the attachment functionality from working properly. Addressing any errors found can help resolve the issue.

7. User-specific Configuration: If all else fails, consider whether there might be any user-specific configuration settings or customizations that could be causing the issue for this particular user.

Thanks,

Ratnakar

[Sirri]

@Ratnakar7 

These are all are end users. we have checked with other end users they are able to add attachment.one some users only.

 let me know what else perspective  can I check.

Thank you

[Vishwa Pandya19]

Hello,

There are some solutions we can try.

1. Clear cache using cache.do. Maybe then it works?

2. Check if able to add attachment by impersonating the user. If you are able to add attachment by impersonating them, then it is not an issue from ServiceNow end

3. Check if user has "read_only" role. If they have this role then they have read-only access to the whole system, they cannot even add attachments.

If my answer helps you in any way please mark it as correct or helpful.

[Sirri]

@Vishwa Pandya19 ,

This is observed in prod we can't directly  do cache.do in production.

Please let me know what are the other perspective.

Note: These are all are end users. we have checked with other end users they are able to add attachment