How to disable/hide the remove button in attachments in Agent Workspace

Lavanya R1 · ‎03-15-2022

Hi everyone,

I have a requirement when the change is not in new state, the removal of the attachment should be restricted in Agent Workspace. But, the user should be able to add attachment in all the stages.

It would be helpful if anyone could answer.

Thanks in Advance

Subrahmanyam2 · ‎03-15-2022

Hi Lavanya,

Attachments are finally stored in sys_attachment (meta data), sys_attachment_doc (the actual data) tables.
You have to write before delete business rules on each of these to abort the deletion action, then the deletion will be stopped.
But with only this solution the problem is, users may see that attachment is removed when performing the removal action, but when they reload the form like (incident) it will show the attachment again.
Even if we keep the gs.addErrorMessage in business rules they will not show the error messages as these actions are done differently.

Please check the snapshots of Business rules below:

You may use still want to keep the UI page customizations as they will work in normal UI (If you remove UI page customizations in normal UI, then the error message while trying to remove attachments will not appear), but the maintenance overhead during upgrades will be there.

Thanks and regards,

Subrahmanyam Satti

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Ankur Bawiskar · ‎03-15-2022

Hi,

So you can use ACL based approach

what have you started?

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Lavanya R1 · ‎03-15-2022

I have edited in UI page -> attachments but that doesn't seem to work on the Agent Workspace.

Ankur Bawiskar · ‎03-15-2022

Hi,

Can you share where the restriction needs to be applied? the screenshot

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Lavanya R1 · ‎03-16-2022

Thank you for your reply, I solved it using BR yesterday!

Regards,

Lavanya