User is not able to access the attachment from activity/note section of closed Incident
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08-14-2024 11:58 PM
Please advise if any ITIL User can able to access the attachment or attached screen shot from activity/note section of closed Incident in ServiceNow.
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08-15-2024 12:47 AM
In ServiceNow, ITIL users typically have access to view attachments in the Activity/Notes section of closed incidents, as long as there are no specific Access Control Rules (ACLs) or custom security policies restricting this access. If ITIL users can’t view these attachments, check for custom ACLs on the sys_attachment table or the incident record. Review and adjust these settings if needed to ensure proper access.
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08-15-2024 05:27 AM
Hi @ajaydwivedi ,
By default, ITIL users have access to view closed incidents, but their ability to view details, including attachments in activity section, may depend on the permissions set on the incident records.
Closed incidents are visible to users with the appropriate permissions, such as ITIL users.
Check ACLs for the incident table to ensure that ITIL users have the necessary permissions to view attachments.
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