Adding attachment to closed RITM (Manage Attachment icon is hidden)

[Miguel Torres]

Hi,

I'd like to add attachments to closed RITM for non-admin users. When a RITM is closed, manage attachment icon is hidden. I found a BR for closed incidents, but anything for RITM.

I've tried found the issue in ACLs, UI Macro called Attachment_Entry, Scripts and I failed.

Thanks in advance.

[Peter Bodelier]

Hi @Miguel Torres,

I believe you can attach something to a ritm when you have write access to the ritm.
Since non-admin users have no write access, they cannot add an attachment.

Not sure if you should change that either. What would be the purpose to add something to a record when it's closed?

[Miguel Torres]

Hi Peter, thanks for your reply in advance.

We need that because of business needs. What do you recommend for fix it?? Add a ACL over sc_req_item table with some conditions?

Thanks.

[Peter Bodelier]

Hi @Miguel Torres,

That is a common answer, however Business Needs, d o not always justify changing something on the platform. There may be better solutions to do something, and oftentimes, changing a process may be better then changing the software. 😉

If you really need to change it, you'll need to create an acl on the sys_attachment table. And I would highly recommend, to create a script which only allows a small number of users to be able to add something. Such as only the assigned to, or member of the assignment group of the RITM.

[Miguel Torres]

Hi Peter,

What type of sys_attachment ACL do you recommend, create or write permissions?

Thanks.