Email client template allowing users to add attachments but the attachment is not displaying. why? As an admin it is working for me but not for the user. Any solution??

[anand-bhosle]

Email client template allowing users to add attachments but the attachment is not displaying. why? As an admin it is working for me but not for the user. Any solution??

[williamsun]

it could be the ACLs to the sys_attachment table, or, depending on how old your version is, that you might have an old "attachment" button that needs to have the script updated.

[anand-bhosle]

No its not an ACL issue and neither we are using old version. Currently we are on Kingston. I don't know what causing this issue

[anand-bhosle · Accepted solution]

Hello @williamsun, This issue has been fixed in Kingston patch 4 but we also found a workaround solution for this problem

Workaround: 1. On the sys_properties table, set the value of glide.email.email_with_no_target_visible_to_all to true.  

2. Update the sys_email table ACLs to check the headers for "X-ServiceNow-Source:EmailClient" and state of 'send-ignored', and allow visibility for appropriate roles (e.g. itil)

This workaround helped me to fix the issue and also am upgrading to Kingston patch 4 🙂

[Nowlearner]

Hey i had the same issue, how did you follow the second work around?

I went to the sys_email table, and had given the role itil for read, write ACL. Still not working.