ITIL users can't open attachments attached via "Attachment" variable

[Alp Utku]

Hello all,

A user (has ITIL role)  has reported that, user is unable to open attachment(s) attached via "Attachment" variable

I tried to open the attachment with my admin account and It did work. It suggest that, It seems to be ACL related problem.

However, I want to be sure about which ACL must be modified or Is there any other cause of this problem?

Thanks for your answers in advance

[gilbertjimbob]

Hello,

We are facing the same issue, could you share the solution please (or at least point out which ACL it is as there are multiple ones on the SYS_ATTACHMENT table).

[Alp Utku]

Hello, I managed to create HI Case and they were able to get over the issue

[Ankur Bawiskar]

@Alp Utku 

It would be nice if you could share the response from HI team.

[anilsekharamaha · Accepted solution]

Allow read for records in sys_attachment, for users with role snc_internal, and if the ACL script returns true. The solution worked seamlessly for me.

[GMoon]

The suggested ACL changes did not work for us. This, however did:

https://www.servicenow.com/community/developer-forum/end-users-not-able-to-download-the-attachment-a...