User is unable to attach his file when creating a request on the catalog item. sn_request_read role is the only role that the user has. Is that the reason why user is unable to upload a file? No error is being displayed while trying to attach. Thank you very much.
Hi @Rairai31 ,
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:
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Thanks & Regards,
Sumanth Meda
Hi @Sumanth16, thank you for your response. I have checked the glide.attachment.role and the value is public.
And yes, the requested for field is working properly on our end. It is just that the user is unable to attach a file/upload the file on the attachment variable. Thank you.
Hi @Rairai31 ,
Did you check any permission for that attachment variable has any role added as admin etc?
if admin role is there then they will see that variable as readonly and possibly cannot download
If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!
Thanks & Regards,
Sumanth Meda
Yes, I have checked it and no permissions has been set on the variable. There are no catalog client script as well. We only created a UI Policy which makes the attachment mandatory when a particular option is selected.
We also found out that the user is not able to upload attachment not only to this Catalog item but also to other catalog items that have attachment variable. Thank you.
