✅ Issue: End-users cannot attach files to Standard Change records
Admins can see and use the paperclip icon on the Change form because they have write access to the change_request table. End-users don’t see it since they lack write permission. Adding an “Attachment” variable directly on the Change form won’t work because attachments can’t be uploaded where users lack access.
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🟢 Solution 1: Collect attachments on the Request, then copy to the Change
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This is the safest and most common pattern.
Steps:
1. Submit the Standard Change through a Catalog Item or Record Producer.
2. Add a variable of type “Attachment” on the Catalog Item (UI Type = All).
3. When the Flow or Business Rule creates the Change record, copy attachments:
```javascript
// Copy attachments from RITM to Change
GlideSysAttachment.copy('sc_req_item', ritmSysId, 'change_request', changeSysId);
```
This lets end-users attach during submission, and you copy the files to the resulting Change.
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🟠 Solution 2: Allow attachments directly on the Change (not recommended)
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You could loosen ACLs so end-users can add attachments to change_request.
Example ACL logic (for sys_attachment, operation = create):
```
current.opened_by == gs.getUserID()
```
Be cautious: this exposes sensitive data.
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🟣 Solution 3: Make the “Attachment” variable work in Service Portal
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If the Upload button doesn’t work:
- Ensure variable’s UI Type = All.
- Ensure you’re using the standard Catalog Item widget.
- Remove any conflicting client scripts.
- Check browser console for errors.
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🟡 Solution 4: Record Producer for Standard Change
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If you must create the Change directly:
1. Create a Record Producer that mimics the Change form.
2. Include an Attachment variable.
3. In the producer script, create the change_request record and copy attachments:
```javascript
GlideSysAttachment.copy('sc_request', requestId, 'change_request', changeId);
```
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✅ Quick Checklist
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- [x] Prefer collecting attachments on Request/Producer → copy to Change.
- [x] Only use direct Change attachments with custom ACLs (use cautiously).
- [x] Verify Attachment variables work in Service Portal (UI Type = All).
- [x] Use `GlideSysAttachment.copy()` to move files automatically.
