Hide Attachments in ServiceNow

[vimalchandra]

Hi there,

We're looking at hiding attachments in incidents so our clients cannot view internal attachments. Our internal users however can view these attachments.

To describe the scenario - When an internal user attaches an email or a document in the attachments screen, there is an option where this specfic attachment is for internal visibility only, not visible to the client (ESS user). Our internal users can view the attachment and the client cannot.

I was wondering if there is some functionality around hiding attachments in ServiceNow and if so, it would be great to get some advice on how this has been achieved.

Thanks,

Vimal

[Shishir Srivast]

Please check if this helps:

http://wiki.servicenow.com/index.php?title=GlideForm_(g_form)#disableAttachments

http://wiki.servicenow.com/index.php?title=Administering_Attachments#Hiding_the_Attachment_.5Bview.5...

[vimalchandra]

Hi Shishir,

Thanks for responding. Just to confirm, we're looking a functionality where we are hiding specific attachments for clients (ESS users) only.

i.e. When attaching an email, document etc, there is an option to advise if this attachment is for internal visibility.

Our internal users should still have visibility on all attachments.

Thanks,

Vimal

[Shishir Srivast]

Hi Vimil,

shruti.tyagi suggestion is good to try with read ACLs on sys_attachment table. Please try if that helps.

Also, check this in case if you need: Restrict view of attachments

[shruti_tyagi]

Hi Vimil,

You will be able to achieve it by creating read acls on sys_attachment table. It will be role based, if you want to give all internal users read access to attachment. Use internal role and make your clients external.

Check if removing external role from this OOB acl will help:

https://<your_instance>.service-now.com/sys_security_acl.do?sys_id=0bcf23740a6a38d400c7e02590038464

Thanks

Shruti

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