Copying attachments attaches to worknotes but not seeing beside attachment icon of a record

[swaghosh]

There is a lifecycle event case and under that there is a hr talent management child case. When an attachment is attached to hr talent case, that attachment will be copied over to LE CASE. I have designed a flow to copy attachment . The flow is running fine. Its able to copy the attachment but i can see it attached to the worknotes but not beside the attachment icon of LE Case record. Is this the normal behavior or how to make it visible beside attachment icon.

[Community Alums]

Hi @swaghosh ,

Attachments should typically be visible beside the attachment icon of a record. If they are not, it could be due to a few reasons:

Access Control (ACL): There might be Access Control List (ACL) rules in place that are preventing the visibility of the attachments. You can navigate to Access Control (ACL) from the nav bar and search for ACLs on the sys_attachment table. Verify if there are any ACLs that match the user roles. If there are no ACLs for the user, create READ and CREATE ACLs that match the user role.
For more info: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0696575

Attachment Icon Rules: The ServiceNow platform has a wide variety of icons that are displayed beside an attachment type on various records to be an indicator of the file type that the attachment represents. Check if any attachment icon rule is preventing the particular type of file. You can navigate to System UI > Attachment Icon Rules and modify the rules as needed.Refer to this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0723554

If you’ve checked these areas and the issue persists, it might be worth reaching out to ServiceNow support for further assistance.

If you found this helpful, a 'like' is the secret handshake of appreciation! 

[mahiakash]

Hello @swaghosh 

I am also facing same issue.Did you find any resolution for this?

Thanks