ITIL Users Unable to Export to Excel

[thomashenshaw]

Hello,

As administrator, I have no issues exporting a report or list to excel. Unfortunately, my ITIL users are unable to export to excel - they are taken to a blank page after clicking on the download button.

Steps to reproduce:

1. Login as ITIL user
2. Right click on a list or report
3. Select Export | Excel
4. "Export Complete" message shows up asking if you want to download the results
5. Click the "download" button
6. ITIL users are taken to a blank screen - https://[environment].service-now.com/sys_attachment.do?sys_id=[sys_id]

I've tried to debug this action as well, but have been unsuccessful.

Thanks for your time,
-Thomas

[Chris_Hann]

Hi Thomas,

This appears to be caused by the user not having rights to read the (temporary) record in the sys_attachments table, which is generated as part of the export process.

To get this working, you can create a new Access Control record with the following attributes:

• Type: record
• Operation: read
• Name: Attachment (sys_attachment) - None
• Conditions:
  
  • Created by is

    
    javascript:gs.getUserName()

Once a fix is provided by the development team, you can simply deactivate your custom Access Control rule.

Note: This gives users the ability to re-download any files they have attached to records in the system, irrespective of whether they still have access to the related record. You will have to tweak the rule if this is not in line with your security requirements.

[thomashenshaw]

Hi Chris,

Your solution worked perfectly. Thanks for your help!

We are still trying to get used to the Access Control stuff... 🙂

Thanks,
-Thomas