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 
yes, this is right, you can copy/past in the form but "outside" of any field and it will get attached to the form.

So they must click to the blank space on the form among the fields. 

If you have any field active - e.g. Work note in my case - it will only copy the name of the attaching file but it will not make it displayed.

[GlideFather]

Hi @Radhika devi,

have you had chance to verify solution in my previous comment? The copy/paste of attachment is enabled by SNUtils, if you disable you will see that nothing happens.

That is why you could do it for yourself as well as impersonating the user - it is browser-related.

Please try to deactivate the extension or use a different browser and you will see.

Therefore - end user not having change to copy/paste the attachment is the normal ootb behaviour, SNUtils just adds extra feature.

Please review my response and if appropriate mark it as the accepted solution for future reference by other Community members.

[Radhika devi]

Hi @GlideFather 

I tried in all the ways you suggested but still the user is not able to copy/paste the attachments, so raised a Hi ticket for the same. Thanks for your support. The Hi Team mentioned that its the expected behaviour that user cannot able to copy/ paste the attachments in the native UI in Yokohama instance.

[GlideFather]

@Radhika devi yes that is correct behaviour.
You CANNOT copy and paste attachments in ServiceNow.

This feature is enabled by SNUtils - the browser extension.
Without that it is not possible to do. Turn off the extension and you will not be able to do it, then retry in a browser with this extension and you will see the difference for the very same user.

CC: @Arnoud Kooi the creators of SNUtils to confirm this claim? 😉 T.Hanks