Unable to upload using "Add attachment"

[joel_tan1991]

Hi,

I have a couple of users who highlighted that the "Add attachment" button doesn't function upon clicking it.

We're using the classic mobile app for our Field Service Management app. The agents are allowed to upload images using the "paper clip" attachment icon or the "Add attachment" button.

The "paper clip" attachment icon works fine. The agents are able to upload as per normal.

Upon heading into the record, nothing happens after clicking the "Add attachment" button. Agents are forced to "head out" of the form and use the "paper clip" attachment icon instead.

Unable to debug, I'll like to head back down to the fundamentals about attachment. I'll like to know if theres a difference between the "paper clip" and the "Add attachment" button. I've tried searching around but unable to obtain any information.

Thank you.

[Ankur Bawiskar]

Hi,

please check below links:

https://docs.servicenow.com/bundle/orlando-mobile/page/administer/tablet-mobile-ui/concept/sg-mobile...

https://community.servicenow.com/community?id=community_question&sys_id=0c01e7ffdbe50010414eeeb5ca96...

https://community.servicenow.com/community?id=community_question&sys_id=9bf870381b368050a59033f2cd4b...

https://hi.service-now.com/kb_view.do?sysparm_article=KB0759186

https://hi.service-now.com/kb_view.do?sysparm_article=KB0751545

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[joel_tan1991]

Thanks for replying. 

I wasn't using the new mobile app (agent and mobile) but the older ServiceNow Classic mobile app.

[Gaurav Shirsat]

Hi joe.tan1991

few suggestions from my side:-

1) Check if you're able to save/update that record on which you want to do an attachment on. Or try to see if there's anything different with the record on which you can't do an attachment on.

2) Also, you may want to check the system property: glide.attachment.role. This property is OOB set to public, but it could be used to define which roles can create attachments

3)Go to the dictionary entries of the record.

You would find one record without a column name. Select that record.

Check if there is any attribute 'no_attachments' set to true in the attribute tab.

https://community.servicenow.com/community?id=community_question&sys_id=c04b8feddb5cdbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=aa7503eddbd8dbc01dcaf3231f96...

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

[joel_tan1991]

Hi Gaurav,

1. I was able to save/update the record without any issue. This issue affects other records too. So long as the user attempts to click on the "Add Attachment" button, nothing happens. 

2. Yup, it was the default OOB public value

3. There are only 2 attributes for that.

I am quite puzzled on why the "paperclip" attachment icon works fine but not the "Add Attachment" button.

Even if it is an issue with ACL, shouldnt it prevent the user from uploading via the "paperclip" icon too?

Are there any differences between these 2 function? From what I know, they both work the same way (Allowing users to attach via taking a picture or uploading a file).