Document Not Available Error

[paradise611]

Hi All,

I am in the HR Talent Management area of the HR Case and I am trying to review the PDF/document assigned to me by clicking "Click here to respond" and I am receive the following error. Please help!

[michaelj_sherid]

Have you generated the document in the HR Service? The best option (not knowing your process) would be to use the "Automatically Generate Draft Document" Case Option in the HR Service. 

Typically I see this under 2 conditions:

1- The document is not generated

2- There is no permission to the document for the Employee (ACLs have been changed on the Document Template, PDF Mappings, etc.)

Regards,

Mike

[paradise611]

Thank you Michael for the quick response. Do you know which ACL I should be looking at for access?

[Community Alums]

In my ServiceNow instance, I had to manually add 'Automatically Create Draft Document' with value AutomaticallyCreateDraftDocument to the HR Service Option table [sn_hr_core_service_option].

I also found that if I created a Service Case configuration with Fulfillment type Manual, then created a corresponding new case, then manually added a Sign Document task to the case using the Add Task related link, that I would always get the Document Not Available error when viewing the task in the Portal or Platform views, no matter if I had the case option set, used a case or task template, etc. Only when I changed the Service Case configuration to Fulfillment type Service Activity, then added a Service Activity of type Task, was I able to view the document correctly. I would suggest ServiceNow consider a bug fix or future enhancement to make this work even when the task is added manually.