Attachment is missing in RITM

[jobby_ek]

Hi Guys,

Am facing issue with attachments in requested items.

I have a variable of type macro(its a custom macro to upload attachment).

When i attach any file while ordering an item,it's not getting shown in requested item.I tested it in personal instance, attachment is getting shown in requested item.One thing i observed is, after attachment is uploaded, its making an entry in attachment table.If i proceed further i.e Clicking in order button the entry disappears/deletes from attachment table.This issue is available in all catalog items in our DEV instance, QA, UAT and PROD is working as expected. glide.attachment.role --> it is public. Can someone help me out to figure this. Any suggestions/opinions.

ui macro:

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<?xml version="1.0" encoding="utf-8" ?>

<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">

<b>Use the paperclip</b>

<a onclick="saveCatAttachment(gel('sysparm_item_guid').value, 'sc_cart_item')">

<img title="Attachments..." height="16" src="images/icons/attachment.gifx" border="0" width="16"/></a>

<b>to attach items to this request.</b>

</j:jelly>

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Thanks in advance.

BR,

Jobby

[murray_newton]

Hi Jobby

I know this doesn't help sort out your script right now, but our Service Portal request experience allows for attachments at the RITM level.   So you are not alone in the desire for this functionality, and we are solving it for the go-forward.   Note that if the attachment is associated to a Request Item it will not be associated with the request but with the Request Item.

Maybe our friend ryan.hale@servicenow.com - has some suggestions.

Murray

[jobby_ek]

Hi Murray,

Thanks for your quick reply. It seems like it's a global issue, but am seeing this issue only in one instance(DEV) not all instances. I have observed under System logs -> Events attachment.deleted event is getting fired as soon as i click on order button.Please find below screenshot. Please suggest on what could be causing this event to trigger.

[murray_newton]

Hi Jobby

I am not sure about this.   Have you taken this to support?   That might be the best bet.   I think they would need to look around in your instance.

[jobby_ek]

Hi Murray,

Thanks for looking into this, I haven't contacted support yet. I will contact them and update you the same.

Regards,

Jobby EK