Fulfiller Attachments visible to Submitter on Employee Center Portal

[smithro]

As currently configured, the end user can only see the attachments they added when they open a request.

Is there a way so that when a fulfiller adds an attachment to a Catalog Task, that the attachment is visible to the submitter on the Employee Center, when viewing their request?

[James Chun · Accepted solution]

Hi @smithro ,

Normally, the end users won't have visibility to the SCTASK.

That being said, I would suggest the following options:

1. Provide sufficient training to the agents to ensure they add attachments to the Requested Item if the end user needs to view it. OR
2. Create a functionality where attachments from SCTASK can be rolled up to the parent (i.e. Requested Item). This should be conditional as not all attachments on SCTASK should be visible to the end users.

Hope it helps, thanks

[vmccausland]

Hi,

I'm a new user to ServiceNow.  Can you expand on how we would implement #2 in your answer?  Where would we create a functionality to support attachments from SCTASK being rolled up to the parent?

thanks for any details

[smithro]

Thanks James.  I was not aware that the RITM attachments would flow to the portal.  I believe we can train on this and have the fulfillers just add them there.