Attachment transfer from sc_cart_item to sc_req_item

[jobin1]

if we raise a RITM from the client portal then initially while attaching an attachment then it's going to sc_cart_item and then once we submit that attachment is tagged to sc_req_item table how does this happen? and we have an issue here sometimes attachments are getting stuck in sc_cart_item it's not moving to sc_req_item
@Ankur Bawiskar any idea?

[xiaix]

Same thing is happening to us!  We created a HI Case

[mburns74451]

Did you guys solve this? Am seeing for some Excel files too.

[Philip Dickey]

ServiceNow support determined it was being caused by the built in AntiVirus scan so had us disable it for the sc_req_item table .... https://docs.servicenow.com/bundle/washingtondc-platform-security/page/administer/security/reference...

Hope that helps

[Scott Megargee]

For what it's worth we added the exclusion to the sc_cart_item table which has so far solved the issue.

Per ServiceNow docs - 

1. Exclude tables from the Antivirus scan by adding them to the List of Tables Excluded.
   1. Navigate to System Definition → Dictionary
   2. Search for the table (sc_cart_item) you want to exclude from the scan and select the table with Type set to collection.
   3. In the Attributes tab, select New.
   4. Add Exclude_from_antivirus_scan in the Attributes field and enter True in the Value field.
   5. Select Submit.

[Ramkumar Thanga]

@Scott Megargee 

Does it resolves the issue ?

Thanks!