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

Alp Utku · ‎05-07-2021

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

anilsekharamaha · ‎02-07-2024

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.

View solution in original post

Ankur Bawiskar · ‎05-07-2021

Hi,

can you share the screenshot how it looks on RITM for itil users?

are they not able to click on that?

Regards
Ankur

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

Alp Utku · ‎05-08-2021

They are able to click on the attached file but nothing happens when they click

Ankur Bawiskar · ‎05-08-2021

@Alp Utku

other variables for that RITM are editable?

I am able to click and it downloads with itil user

There are no variable permissions for this variable

refer below

Regards
Ankur

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

Ankur Bawiskar · ‎06-03-2021

@Alp Utku

Any update on this?

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

Alp Utku · ‎06-04-2021

I have opened a Support Case and the issue was resolved. (It was ACL related)