Restrict Attachment deletion on HR Cases by the users,except the HR analyst who is working on case

[himangiG]

We need to restrict requestors and HR advisors from deleting the attachments, so that no wrong document is deleted and we have an audit trail of what has been deleted by whom. For this below are the feasibility options to be checked on Service Now :

 Test Scenario:

• If Requestor has attached any file, then HR Advisor cannot delete/remove it.
• If HR Advisor has attached any file, then Requestor cannot remove/delete it. 
• If Requestor has attached any file and wants to remove his attached file, then they have to mention the comment/reason of deletion.
• If HR Advisor wants to delete/remove their attached file, then they have to mention the comment/reason of deletion.
• The ticket should have all the comments/ audit trail of when the action was taken.
• If we can have time stamp in attachment (Manage attachment) to know which is the latest attachment?

I tried to implement the BR as well as ACL , it's not actually working as expected.  Can you please help what will be the best approach along with Audit trail?

[Deėpak Sharma]

hi @himangiG 

The native servicenow attachment window cannot prompt a user for a mandatory reason. You need to lock it down and create a custom deletion path. using ACLs, UI pAges and actions.

Happy to help! If this resolved your issue, kindly mark it as the correct answer ✅ and Helpful and close the thread 🔒 so others can benefit too.

Warm Regards,

Deepak Sharma

Community Rising Star 2025

[himangiG]

Thanks @Deėpak Sharma for the prompt response.

The solution that you have suggested involves customisation , is there a way to get this done in less custom solution.