Which ACL controls letting added attachments show up in the email preview when sending an email out of a catalog task?

[Michael McNulty]

We're having an issue where when our helpdesk team tries to send an email out of a catalog task, they usually attach some kind of document to assist the user. 

However, ever since 8/1 (before this we confirmed it was working totally fine) even though they can attach the document successfully, it never shows up next to the "Attachments" field like it should along the top header. The user does receive the email attachment and it adds to the task without any issues, it just doesn't show up in the Attachments list. (See below)

When I test this as an admin, I can see the attachment show up in the email preview without any issues.

Any recommendations as to which ACL might be causing this? 

We did look at the one read acl on our sys_email_attachment table, but even with that read acl disabled the issue still occurred under our test user, so that isn't causing the issue. 

[Musab Rasheed]

Hello,

Looks like read acl on sys_attachment table is restricting this.

https://instance/sys_security_acl_list.do?sysparm_query=name%3Dsys_attachment%5Eoperation.name%3Dread&sysparm_first_row=1&sysparm_view=&sysparm_choice_query_raw=&sysparm_list_header_search=true

Please check by enabling debugger.

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/contextual-security/concept/c_AccessControlRulesDebug.html

Please hit like and mark my response as correct if that helps

Regards

[Michael McNulty]

Thank you Musab for the response! However, it ended up not being that specific table's read ACL, and unfortunately the debugger you listed (which is very useful and I will use again in the future, so thank you!) doesn't run in windows that pop-out of ServiceNow, so when we'd click "Send email" in the new pop up email draft window the debugger wouldn't run and that's where the attachment issue as actually occurring. 

Below you can see what we did to resolve the issue in case you ever help anyone else with this issue in the future! Thanks again!

[Michael McNulty · Accepted solution]

We ended up finding out that someone on our development team had previously created a role to allow non-itil users to view attachments in ServiceNow emails and this was preventing itil users from viewing the attachment records.

We then went into the sys_security_acl_role table and determined which acls utilized this role and found which acl was causing the issue from there.