Attachments are not downloading in CSM Workspace

[ramireddysa]

Hi Team,

When an attachment is associated with the RITM, it appears in the Attachments section of the associated Catalog Task in CSM Workspace. However, when I click the attachment, it opens in a new browser tab instead of downloading.

In the Classic UI, the same attachment downloads correctly. Is there a way to make attachments download directly from the Catalog Task in CSM Workspace, similar to the behavior in the Classic UI? Any guidance would be appreciated. Thank you!

I have tried the below steps , but it didn't work.

1.Disable the document viewer at the table level by setting the 'use_document_viewer' attribute to false in the sys_dictionary entry for the catalog task table.
2. Ensure the 'com.snc.documentviewer.enable_document_viewer' system property exists in the system, as this is required for the solution to work. I have set this property value as false.

@Ankur Bawiskar 

@Dr Atul G- LNG 

@Matthew_13 

@GlideFather 

@Hemanth M1 

@Tanushree Maiti 

[Tanushree Maiti]

Hi @ramireddysa 

Its OOB feature.

Refer :

Check this KB: KB2997567 KB Attachments Open In A New Tab Instead Of Downloading The File 

Resolution

Steps to Resolve
1. Disable the document viewer at the table level by setting the 'use_document_viewer' attribute to false in the sys_dictionary entry for the knowledge table.
2. Ensure the 'com.snc.documentviewer.enable_document_viewer' system property exists in the system, as this is required for the solution to work.
3. Test the change to confirm attachments now download instead of opening in a new tab.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0785245

[Ankur Bawiskar]

@ramireddysa 

that's default behavior for workspace and I think it can't be controlled.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[HarishKumar6668]

Hi @ramireddysa ,

It is not possible to configure the Attachment component to only download attachments on click because it is an out-of-the-box (OOB) component provided by ServiceNow. However, I can suggest the following workarounds:

1. Make the Download action visible

You can configure the Attachment component so that the Download option is displayed as the primary action. This allows agents to download the attachment directly without having to open the attachment record first.

Steps:

1. Open the appropriate record page variant for the CSM Workspace in UI Builder.

2. If the variant is not editable, create a copy of the variant and either decrease its order or deactivate the OOB record page variant.

3. Select the Attachment component from the left panel.

4. In the component properties, set the Primary Upfront Action to Download.

Please refer to the screenshots below for reference.

2. Automatically download the attachment when it is previewed

While it is not possible to prevent the attachment preview from opening (as this is the default OOB behavior), I was able to configure it so that the attachment is downloaded automatically when the user clicks the attachment and the preview is opened.

Note: This approach does not prevent the preview from opening; it simply initiates the download at the same time. If you're interested in this workaround, let me know and I'll share the implementation steps.

I hope this helps! If this resolves your issue, please consider marking this reply as Helpful & Accept as Solution.

Regards,
Harish

[ramireddysa]

Hi Harish,

Thank you for the response. Can you share the implementation steps for the workaround. Thank you