Attachments to close incidents

[snhoule]

Does anyone know how to enable the attachment icon on a closed incident form?   There is a client script "(BP) Hide Attachment Link when Closed", disabled it and still the icon is hidden when incident is in closed state.

Furthermore, once I figure out how to enable attachment icon, I need to figure out how to disable the option to remove attachments when incident record is closed.

Thanks in advance!!

[solutioningnow]

Hi Sonia,

Following things need to configure to enable attachments for Closed Incident tickets:

1) Disabling "(BP) Hide Attachment Link when Closed" script

2) Update write ACL of Incident table.

I have done required configuration in ServiceNow instance. Please check.

Please mark answer as correct/helpful if it was really helpful

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[snhoule]

Thank you.   I am able to add attachments now when incident is closed.

Is it possible to prevent deleting them?

[solutioningnow · Accepted solution]

Hi,

For preventing from delete, you need to update Delete ACL of attachment table as per the requirement.

Regards,

Solutioner

[kam_steven_]

Hi Sonia,

Sorry to bothering you. I'm new to SN, I follow below steps:

1) Disabling "(BP) Hide Attachment Link when Closed" script

- after change, only "admin" can see attachment link in closed incident

2) Update write ACL of Incident table.

- which one should I modify?

- I want user with role "incident" can also see attachment link

Thanks.

Steven (Kam)