Attachment preview not available to user and Workspace Attachment Viewer only working for Admins

[Shravan Kumar]

In agent workspace whenever we attach a attachment for ex: image we can preview it …Admin can able to preview it but user is not able to preview it though he hs speacific roles like ITIL, agent_workspace_user. Also i checked ACL so the read acl on sys_attachment table has roles snc_internal that also user has but still he is not able to preview it can someone please help on this ??

[Shravan Kumar]

Hi @Ankur Bawiskar ,

I would like to confirm that the document viewer is enabled. However, the issue persists for all records when accessed by non-admin users.

Could you please investigate this further and advise on the next steps? Let me know if you need any additional details from my end.

Thanks in advance for your support!

Regards,
M. Shravan.

[Vishal Jaswal]

@Shravan Kumar  old thread however just found this one to provide the answer:

Use Browser's developer tools and under Network Tab search Attachment in the Filter. 
You will notice the 403 for attachment query, with request method as GET and request URL contains /api/now/attachment.

This is where you will understand that the Service Operations Workspace (SOW) Attachment viewer works differently than let's say Incident classic Native UI Attachment viewer.

Now, the next step is to find the culprit ACL (Table: sys_security_acl) Name = "Attachment API" or sys_id = "2901dd518733320025fbd1a936cb0be9" and the role associated with it under Requires role > Sys user role.

If you can grant this role to end users who are facing this issue, then it will be resolved however if you have SOW audience (a custom role created) than you can add that or any other role in this ACL as ACL will evaluate whether the end user has either of the roles.