user not able to copy and paste screenshots in additional comments

[Radhika devi]

Hi Team, 

On the incident form, user is not able to copy and paste screenshots in additional comments but when I impersonate with that user then it is happening. Please assist in this regard as I have checked all the roles which are required for the user.

Regards,

Radhika

[GlideFather]

@Radhika devi I just tested in my instance, the copy/pasting attachments is enabled by SNUtils, if you deactivate this extension, then nothing happens. 

Please review this yourself, but might be the reason why it was possible to add it by you and impersonating for that user - same browser with the extension, when the user tried themself it was not possible because most likely not having SNUtils.

If you can, verify but it seems pretty sure from my test now.

[rohit_hatkar1]

Hello @Radhika devi what is the solution for this issue, I am also facing the same problem with one user.

[Radhika devi]

I have raised a case in support service now for the issue after all possible solutions did not worked out and they have concluded that if the browser is microsoft edge and using snipping tool to copy paste, yes we can copy/paste the screenshots but if the browser is something else like google chrome, etc then we will not be able to copy/paste the screenshots instead they can take help of the clip icon only to attach the documents.

[Pooja Limbani]

@Radhika devi  
It can be Browser issue as well for the user

• Ensure the user's browser allows clipboard access.
• Ask the user to try in Incognito mode or a different browser to rule out extensions or settings.

[Ankur Bawiskar]

@Radhika devi 

users cannot copy paste directly in comments field which is a journal type.

If my response helped please mark it correct and close the thread so that it benefits future readers.