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.

[Gaurav Shirsat]

Hi joel.tan1991

Please read the below details:-

https://community.servicenow.com/community?id=community_question&sys_id=cc7b4f21db9cdbc01dcaf3231f96...

add button using this link script:-

you have to make the Button using UI Macros or using the UI AcTION

https://blog.51cto.com/13716461/2341362

https://community.servicenow.com/community?id=community_question&sys_id=cc7b4f21db9cdbc01dcaf3231f96...

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

[joel_tan1991]

I appreciate the help and links provided.  However, that doesnt answer the issue whereby the "Add Attachment" button (Not the paperclip button) failed to function (Nothing happens after clicking it).

Again, I am using the classic mobile app so the information on using the mobile and agent app will not be applicable for my case. 

I'll just need to know if the "Add Attachment" in the record is a special button used for attachment (special ACL needed to use it?) or whether it can be configured. It is rather strange that the "paper clip" button works fine but not the "Add attachment" button.

[Shane Davis]

Joel,

   Did you find a resolution to this?  We have a user that clicks the paper click on 1 particular record in a custom table and nothing happens.  He can update the ticket, but not attachments on the ticket.  Also, he can modify attachments and update all other tickets.  I don't see a view or anything else different with this issue ticket.

Thank you,

Shane

[joel_tan1991]

Thanks all for the suggestion and help. I apologized for the long delay in response. 

After contacting ServiceNow support, I was recommended to switch on over to Mobile Agent as neither of us are able to resolve this issue.

I can't close this so any admins or moderators who are able to do so please close this.

Thank you