Do we have any standard way to make all attachments added to the ticket and not visible by default and make the resolver to decide which one as to be visible?

Gaurav99
Tera Contributor

‎04-13-2022 12:14 AM

Do we have any standard way to make all attachments added to the ticket and not visible by default and make the resolver to decide which one as to be visible?

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Tony Chatfield1
Kilo Patron

‎04-13-2022 12:30 AM

Hi, I don't believe that there is an OOB solution but it is possible.
You could do this by adding a true\false field to sys_attachment, then add read ACL's based on this field.
It would also require updates to the attachment UI page to allow visibility\control of this field for specific roles

UI Macro 'attachment_entry' may also need to be updated to remove 'unneeded' [download] link, as the changes are less confusing with longer file names

Portal widgets would also require updates to deliver the same result.

This post is a good starting point for Attachment UI page modifications
https://community.servicenow.com/community?id=community_question&sys_id=bdbd076ddb9cdbc01dcaf3231f9619e8

 

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Yang Lu
ServiceNow Employee
ServiceNow Employee

‎04-13-2022 06:58 AM

Gaurav, you had posted to life sciences community so outside of the technical solution that Tony suggested, can you share what business need you're trying to align with?  Perhaps there is a better solution out there.  Not sure whether your need is regulatory, quality, and etc... where that "visibility" may be more important.

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