Service Portal users cannot add attachments after submitting on behalf of another user

[Jennifer44]

In Service Portal, users NOT in Requested_For field cannot add attachments after submitting, but we need the ability so either the Requested_For OR Requested_By can attach after submission. 

Important Details:

• We have a Variable Set with two variables (used on all catalog items):

1. Requested_For (shows on form load and gets ID of the logged in user) – Can attach
2. Requested_By (is hidden on form load, is visible onChange of Requested_For -is filled in with a user ID other than the logged in user, and the Request_By field is set to read only.) – Cannot attach, unless they are also the Requested_For. The paperclip and add attachments are missing. 

• There are no differences in the variable configurations

• Users in question have no roles or groups associated with their accounts
• Property= glide.attachment.role has value of public/is NOT locked down at all

Ideas?

[Kieran Anson]

Can you attach an image of the form where you're wanting to allow them to attach records?

[Jennifer44]

Note: This is applicable for any of our forms in Service Portal

Notice that because the user I am impersonating is not the user in Requested_For, there is no paperclip in either location where the user should be able to add attachments. 

As a reminder, any ticket where the user is listed as Requested_For there is, in fact, paperclip icons available. (same user)

I hope this helps to clarify. Please let me know if you have any other questions.

[Kieran Anson · Accepted solution]

Hi Jennifer,

Thanks for the clarification. Presuming this is the OOB "Ticket Conversations" widget, access to add attachments is on the following conditions:

• Has the role listed under the property glide.attachment.role
• The record in question allows attachments
• The user has write ACL access to the record

I'm going to go with the assumption that the latter ACL is missing. There is an OOB ACL that caters for 'requested for' but this dot walks to the parent REQ. Are you setting the REQ 'requested for' to the user in question?

If not, you'll need to create a new write ACL for the sc_req_item table as below and look at the sc_req_item variables:

[Danielle10]

Good day! Would you be able to help me with my question?

Question for you whenever you can - Right now, end users can't add attachments to requests when they are On Hold. How do I add the attachment option so users can add attachments on the portal to a Request for HR Cases? Any ideas? This is for HRSD.

Please and thank you!