How to stop images pasted into work notes being customer visible

[Michael Culhan1]

When glide.ui.journal.use_html is set to true, agents can paste images into Additional Comments and Work Notes.  The trouble is, when the comment is posted, the activity shows an entry for image uploaded which is customer visible.  Any way to stop this and just leave the image in the work note/comment ?  The email configuration table has an option for this for emails (don't attach to record, just leave in email)... wondering if there is something similar for the journal

Edit for clarity:

Steps to reproduce:

1) Set glide.ui.journal.use_html to true
2) Go to an incident in agent workspace.  Paste an image into the work notes rich text editor.  Post the work note
3) The work note will post into the activity with the image embedded.
4) The image is also uploaded as an attachment (twice actually) to the incident.  If you go to the attachments table, there are three attachments associated with this procedure. 

• the attachment on the sys_journal_field table
• two attachments on the incident table (as ZZYY).  These are the attachments that are visible to the customer.

My question is, is it possible to not have these last two attachments (YYZZincident) upload into the incident record? 

The email client configuration table (sys_email_client_configuration) has a setting for attachments (attachment_send_action) where you can specify that attachments should not be uploaded to the original record and just remain in the email.  I'm wondering if there is something similar for sys_journal_field.  Thanks.

[Allen Andreas]

Alright...

Please mark any reply as Helpful, if it has been.

At this point, we're sorry that none of our replies have been helpful to you at all.

Take care

[Michael Culhan1]

SN support has opened up a problem for this as it seems to be a defect. 

[AvinashDevadass]

Hi Michael,

I also had the same requirement and resolved it. 

Basically we need to stop processing the upload whenever the image is pasted in the textarea.

Servicenow is using <sp-tiny> to make the text area to rich-text-HTML editor

I removed the attachment handling from the <sp-tiny>

Now the automatic upload of the image to the comment section is stopped. And it gets uploaded when we click on send.

You can try this in your dev sandbox.

Regards

Avinash Devadass

[SnowSnew]

Hi Avinash, 

I have the same request, i need to make images in the wornotes not appearing in the additional comment session (I dont want to make them customer visible basicly), could you explain how did u manage to remove "the attachment handling from the <sp-tiny>"

Thanks a lot in advance 🙂

[Michael Culhan1 · Accepted solution]

Support has informed me that this has been fixed in the Tokyo release.