Attachments are not visible on the task level.

[B Ashok]

Hi Team,

Attachments are not visible on the task level, we can see attachments only on RITM. When IT attach anything on the task level that does not appear for the user's when the user attaches something that won't appear for IT on the task level.-

Please help how to fix. 

Thanks

Ashok Bara

[Maik Skoddow]

Hi @Ashok B 

unfortunately it is not really clear what your issue is.

Please provide more details and especially screenshots, so we can better understand your situation and help you accordingly.

Kind regards
Maik

[B Ashok]

If you check the above screenshots on RITM and Catalog task, I can see attachments in RITM but the task does not show attachments. When multiple tasks are involved with the different teams under one RITM, if they want to check some error screenshot or any support documents or whether approvals are attached or not, they need to go to RITM and need to verify. If I can see those attachments on task level it would be good. 

Thanks

[Maik Skoddow]

Hi

attachments can only be bound to one record and thus are only visible on RITM records in your example.

One solution would be to copy the attachments from RITM to all catalog task records but this is not recommended.

Instead create a related list with the help of a relationships which also provides the visibility of attachments on catalog task records.

Please find the solution in the following article: https://community.servicenow.com/community?id=community_blog&sys_id=928c2ae1dbd0dbc01dcaf3231f961927

Kind regards
Maik

[shloke04]

Hi @Ashok B 

You need to copy the attachment from your RITM to Catalog task which can be 1 or more in number as well. OOB as mentioned by other folk here, it is not available on the catalog task form.

Now there are two methods through which you can copy this:

1) First Method: Using "GlideSysAttachment.copy" which you can write it in a Business Rule on Requested Item table and jsut specify the target and source table which in this case will be as below:

Source Table: sc_req_item

Target Table: sc_task

Drawback: Using this method will lead to duplicate attachment being copied everytime as it will copy all the attachment from RITM to Catalog task everytime which is not preferred at least by me.

Same has been mentioned in official doc by ServiceNow as well:

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/script/useful-scripts/reference/r_UsefulAttachmentScripts.html

Second Method: Using Flow Designer:

1) Navigate to the module "Flow Designer" as shown below:

Now click on new and enter the Name of Flow and make sure to select to run this Flow as "Run as System User"

Now set up your Flow as below:

Final Flow will look like below:

Sharing Individual screenshot as well for reference which you can use:

Trigger Condition of Flow will be like below:

Actions:

@Maik Skoddow 

When you say "One solution would be to copy the attachments from RITM to all catalog task records but this is not recommended." - Any past experience on why you say this, what impact have you seen before while copying attachment from RITM to catalog task?

We are also using the approach for copying the attachment from RITM to Catalog task and till date we have not see any issue or performance related impact on our instance for last couple of years. 

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke