How do I delete attachments after an incident is closed?

[trishlipe]

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?

[Michael Ritchie]

Is this a one time thing or something you need to make available permanently?   Once a task is closed many fields become read only and the ability to remove attachments is restricted.   If this is a one time case you can navigate to the sys_attachment table and remove them.

1. First pull up the incident in question, click Additional Actions and choose Copy sys_id

2. In your filter navigator enter in sys_attachment.list and click Enter

3. In the Table sys ID column, paste in the incident sys_id and click enter

4. You should now see the two attachments in question and from there you can check the box beside them and choose the drop down at the bottom to delete them.

[adamjgreenberg · Accepted solution]

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.