Ticket Attachment widget not attaching files to record

Cheri M · ‎08-18-2017

Hello all,

I just started to look into this but thought I'd throw it out there in case anyone else was having issues with this widget. On existing tickets, when you attach a file via the portal, it does not actually attach to the record. It does show in the activity (you can click on it there and download) but it's not attached. Does not show in the header or in the related list nor is in the list of attachments. If a user goes directly to the record in platform view and attaches, the file is attached to the record.

Has anyone else had this issue and if so, how did you remedy it? I will continue to look into it but if there is an existing issue it could speed things up. Maybe I end up on HI.

Thank you!

Cheri

Cheri M · ‎08-24-2017

This is fixed. The solution was to clone the simple list widget, then edit the server script to get the sys_class_name and use that for table instead of the table option on the widget. This then built the URL on portal to the correct table, therefore adding the attachments to the correct table.

I hope this is helpful to someone else!

Cloned widget Server Script:

On line 57 I added: record.table = gr.getValue('sys_class_name'); (line 2 on below example)

On line 92 I edited the record.url where table: record.table (line 1 on 2nd example)

var record = {};

               record.table = gr.getValue('sys_class_name'); 

               if (data.actions.length > 0) {

                       var fields = gr.getFields();

                       for (var i = 0; i < fields.size(); i++) {

                               var glideElement = fields.get(i);

                               var name = glideElement.getName();

                               if (name.indexOf("sys_") == -1)

                                       record[name] = gr.getValue(name);   

                       }

               }

record.url = {id: options.sp_page, table: record.table, sys_id: record.sys_id, view: view};

View solution in original post

Raju Koyagura · ‎08-18-2017

I tried in my developer instance and it is working fine. Did you try to attach on other table? is that issue only for specific role user or even admin?

Cheri M · ‎08-18-2017

It's a scoped application. It happens to admin as well, no matter the role it does not attach in the header or related list.

Michael Ritchie · ‎08-18-2017

I just tried this in my demo Jakarta instance and it works fine. I would suggest the following:

In your filter navigator type sys_attachment.list and click enter. This is the table that stores the metadata about attachements
Make sure the File Name, Table Name, and Table sys ID columns are in your list, if not add them
search for file name = RFC0804.docx or whatever your attachment name is
Verify the table name that the attachment is "attached" to. It should be the scoped task table name.

Cheri M · ‎08-22-2017

Thank you Michael. This did help determine that it is ONLY happening on one table and not the other, which also led me to where the problem was initiating. The Simple List allows me to pick one table. I picked the parent to show all open request. However if it is the child table the URL builds on the parent table - which is where the attachment is going. Easy solution is two different lists, one for each table... which in our case doesn't make much sense to the end user (they are all requests, they don't care if it's financial services or non financial services).

I changed the simple list to be on the task table, then added in the filter to show only FS and Non FS request. The attachments write to the task table. 😕

Thanks again!