How do I delete attachments after an incident is closed?

trishlipe · ‎01-31-2018

I am needing to delete a couple of attachments on one of our incidents. When I go to Manage Attachments, the option to delete these is no longer available. I assume it is because the incident is closed. Is there a way to delete these?

adamjgreenberg · ‎01-31-2018

You will need to get the sys_id of the incident record and then navigate to the attachment table (this is not an enabled module by default)

Then navigate to - yourinstance.service-now.com/sys_attachment_list.do?sysparm_query=table_sys_id%3D{sys_id of the record)

Check the box and select "delete" - Confirm delete.

Finally, verify the attachment is no longer available from the record.

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Allen Andreas · ‎01-31-2018

You need to update Delete ACL of attachment table.

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Allen Andreas · ‎01-31-2018

Actually, my apologies, this is the answer:

If you wish to enable it for everyone.

There's a client script that's enabled by default.

Or you could just make it false, do all your deleting, then turn it back to true.

Better and faster than going through tons of sys_ids

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Allen Andreas · ‎02-01-2018

Hi Trisha,

I just wanted to check back in and see if this question has been answered.

Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

jezram · ‎01-31-2018

Hi Trisha,

Try to create a business rule on after, it will be executed after the state changes to Closed, and then you can get rid of the attachment by a script just deleting the reference record of the attachments from sys_attachment table, all attachments are stored in that table and you can find the related ones by the Table sys id field.

I hope this will be helpful for you!