HR Case attachments

[jrusso]

I have a request to find out if attachments to HR cases, can be hidden from the Opened For person.  There are some work product items, that they would like keep track of in the case, but not make it visible to the Opened For.

Is there anyway to hide the attachments?

[Susan Britt]

OOB functionality and security doesn't allow for this exactly. Attachment Encryption could be an option.  Another option if this is for specific use case could be to create child records to the service, where the attachments could be stored.  I would think through all of the use cases before proceeding with any attachment security customizations.  For example, what if the Opened For user added an attachment to a case as supporting information to resolution.  If you prevent the Opened For user from seeing attachments on cases, they wouldn't be able to view their own documents.  

[kmohammed]

Yes, it is possible to hide attachments from the "Opened For" person on HR cases in ServiceNow. This can be achieved by using Access Control Lists (ACLs) to restrict access to the attachments based on the user's role.

Here are the steps to set up an ACL to hide attachments from the "Opened For" person:

Navigate to System Security > Access Control.
Click the "New" button to create a new ACL.
Give the ACL a name, such as "Restrict Attachment Access".
In the "Conditions" section, set the table to "Case Attachments" and set the field to "Opened For" and put the condition "is not" with the user or group that you want to hide the attachments.
In the "Actions" section, set "Read" to "Deny" and "Write" to "Deny"
Save the ACL
With this setup, the attachments will not be visible to the "Opened For" person, but they will still be visible to other users who have access to the case.

It's important to note that this is just one possible way to accomplish this task, and other methods may exist to achieve this goal. It's always recommended to test these changes in a development environment before applying them to production. Also, be careful when modifying or disabling any of the OOB functionality as it may affect the overall functionality of the instance.

[AJSingh98]

Good morning, 

I have a question regarding the case attachments tab, we have a request to make a change so that when a HR agent selects the case attachments tab where there are multiple attachments, they have requested that once they click on the file name they expect to view the file straight away. I have attached some screen shots for more clarity. Currently if you click on the File name it does not preview the document it shows the details of the file type.  Is there anyway we can configure the workspace to allow the files to open when directly clicking on the file name? 

[jrusso]

We do not have a tab for attachments.  Is this a new feature, or is it something you configured?  I think we may have a use for a tab, especially if it is not visible to the employee.