How to display RITM attachments in SCTASK without copying (including SOW download support)

[dattanarend]

Hi Team,

In our project, we see that the sys_attachment table is growing rapidly because attachments are being copied from the RITM record to the related SCTASK.

We now have a requirement where:

• Attachments should not be copied from RITM to SCTASK.

• Attachments should still be visible in SCTASK across all views (Classic, Native, and Service Operations Workspace).

• Attachments should be downloadable from SCTASK in every view.

I created a relationship so that attachments from the RITM are visible in SCTASK. With this setup:

• In the Classic UI, I am able to view and download the attachments.

• 

• In SOW (Service Operations Workspace), I am able to view the attachments, but when I click on them, they open in a new tab instead of directly downloading.

    

Has anyone implemented this scenario where RITM attachments are referenced (not copied) in SCTASK, and download works seamlessly in SOW as well?
Any suggestions or best practices would be greatly appreciated.

Thanks,
ND

[Ankur Bawiskar]

@dattanarend 

it's strange. Looks like a bug or platform issue.

Please raise a case with ServiceNow.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[dattanarend]

Hi @Ankur Bawiskar 

I don’t believe this is a bug. I tried implementing the same approach in both my PDI and development instance, but encountered the same issue. I also came across a community post titled Solved: Not able to view attachment in agent workspace - ServiceNow Community , but unfortunately, the suggested solution did not work in my case either.

[Ankur Bawiskar]

@dattanarend 

Since you said you are able to replicate this issue in your PDI then it means the way the attachment related list is handled in workspace is not allowing it to be auto downloaded but instead it opens the record itself.

the link you shared doesn't relate to your question.

someone in past already raised this as concern

Unable to Download Attachment in Workspace 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[dattanarend]

Hi @Ankur Bawiskar 

We observed that when trying to download attachments such as Excel files, PDFs, and Word documents from the RITM Attachments related list, the download is not working. However, when uploading and downloading PNG files, it works as expected.