Manage Attachment visibility

maxpawan2
Tera Contributor

‎09-16-2023 04:49 AM

Hi Team,

 

The service desk can attach files to incidents. 

However, we would like the team to specify the visibility of attachments while uploading. Similar to Comments(work note and additional comments)

 

They should be able to upload attachments which should be only visible to:

1. Internal Service desk team.

2. To customer 

 

Do we have this capability OOTB? please yes pls advise. 

 

Thanks

Pawan

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Jaspal Singh
Mega Patron
Mega Patron

‎09-16-2023 06:15 AM

Hi Pawan,

There isn't any OOB functionality for this. You may need to get some ACLs in place on attachment table to get it worked.

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AparnaSahu
Tera Guru

‎07-09-2025 06:57 PM

Adding the link to the solution here in case anyone needs it in the future.

https://www.servicenow.com/community/servicenow-ai-platform-blog/attachment-restriction-utility/ba-p...

 

Thanks and Regards,

Aparna

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