Adding attachments to closed records

[mvivas]

Hi everyone,

I have a request from business resources asking if it is possible to enable the attachment of files to records after they are closed.

This is especially important for high severity incidents or unsuccessful changes where further details are documented after the records are closed.

Does anyone know if this is possible in ServiceNow?

How would I enable this?

Thanks

[CapaJC]

The restriction is just done w/ ACLs, so you could create a new row-level ACL on sys_attachment that allows create/delete/whatever when the table is Incident. You might want additional constraints.

[Mike McCall]

I forgot to post here after Support set me straight, but there was actually a client script enabled with Berlin. The "(BP) Hide Attachment Link when Closed" client script runs on incidents when they load:

function onLoad() {
   if (g_form.getValue('incident_state') == '7')
      g_form.disableAttachments();
}

Here's the disableAttachments method on the wiki: http://wiki.servicenow.com/index.php?title=GlideForm_%28g_form%29#disableAttachments

I deactivated this client script on my own instance.

[Mike McCall]

Is this only run by ACLs? A user reported suddenly not being able to access attachments on closed incidents through the "Manage Attachments" link. (I had never tried this before, so I can't verify it ever worked, but she claims it was possible until sometime around our most recent upgrade--Berlin P0H4 to Berlin P4--in mid-December.)

Looking at the existing ACLs on the sys_attachment table, I see one for each process ('create', 'delete', 'read', and 'write'). Looking into these definitions, every one of them is based on a script, and all of the scripts begin with the following:

   var user = gs.getUserID();
   if(current.sys_created_by == user)
      return true;

I can verify that being the user who created the ticket (or an admin, who's supposed to override all of these) is no longer enough to manage attachments after a ticket becomes closed. At that point, clicking the link pops up a message saying "Attachments are not allowed." You can still click on any files visible on-screen to view them, and you can even rename files. It seems like something is preventing you from opening up the attachment management dialog before ACLs can even engage.

[Ravish Shetty]

Hi Michael,

I wanted to confirm whether "Attachments are not allowed" are out of the box feature. Off late after our upgrade to Eureka, we cannot see this alert.