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

[Arkesh Kumar]

Hi,

Go to table sys_security_acl table and filter as below

or

https://<instance_name>.service-now.com/sys_security_acl_list.do?sysparm_query=name%3Dsys_attachment...

Check if read ACL have itil role.

If it helps, Mark it as Correct / Helpful

Thank you,

Arkesh

[Alp Utku]

Hello Arkesh,

Thanks. I will check It out

[Ankur Bawiskar]

@Alp Utku

are they able to view the file name on that RITM for that attachment variable?

Is this happening on RITM variable editor?

Did you check any permission for that attachment variable has any role added as admin etc?

if admin role is there then they will see that variable as readonly and possibly cannot download

Regards
Ankur

[Alp Utku]

Hello Ankur,

Thanks for your reply

Yes, they are able to see the file name on RITM

I have also checked the permission tab of attachment variable. No role was defined there initially and I also added ITIL role but It did not solve the problem