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

Charls Brown · ‎06-03-2021

Did you ever solved this? I am facing the same issue.

Alp Utku · ‎06-04-2021

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

RenanOliveira · ‎08-06-2021

Hi Alp!

Could you please share with us the solution proposed by ServiceNow? My users are facing the same problem.

bhavishapadia · ‎06-21-2022

Can you help me to point out the ACL?

For me , ITIL user is able to download in dev instance but not in PROD. However , while checking the acls read and write both are similar in dev and prod instance.

Thanks

Bhavisha

Nishant Kharat · ‎05-12-2023

Hi bhavisha,

Did you manage to solve this issue I am facing the same users are able to download in dev instance but not in production.

Please let ne know if you got any solution for this.

Thanks,

Nishant.