Assigned to agent in Agent Workspace unable to view or download attachments

[aguanci]

Hello,

We have an agent that is currently having an issue accessing and downloading attachments on her cases in Agent Workspace. She can see attachments that are attached to the case in the Activity Filter but when she navigates to the attachment section, there is no attachment. She can not download the attachment from the activity filter and since it is not in the attachment section she is stuck not being able to view what is attached to her case. 

Here are some examples:

What could be the cause of this issue? She has the roles needed to work the case but is for some reason the only person in her group experiencing this issue. 

[Arpan Baishya]

Hi @aguanci,

You could also compare the roles that this particular user has versus what the other group members have. There might be something missing in that regard.

If that doesn't help, you could also head over to the Attachment [sys_attachment] table and look at the ACLs linked to your scoped application. It might be a good idea to go through the roles/conditions/script fields on those ACLs to locate the root cause for this problem.

This knowledge article could be helpful for your issue. - Unable to download the attachments from activity stream in Service Portal - Support and Troubleshoot...

[vDev]

@aguanci were you able to find the issue?