Hello,
I think you may be misreading what @Maik Skoddow said.
They mentioned exactly what you ended up revealing that you did do, but Maik was saying you didn't say this originally. So we wouldn't know that you did that. There are other customizations you can do and some people say things regarding ServiceNow, but then it's found out that they're using the wrong word or meaning something else.
So, with that said, because you customized the field, and due to that customization you are having an issue, it would be best to state all of that in your original post (or at least say a bit more in your follow-up reply than you did), just so we're all on the same page. The system property is default: false.
Anyways, with that said, if you paste an image into the field, ServiceNow treats that as an attachment. However, you can embed the image, just as Maik said above, using the embed image functionality of that very same field. If you do this, then the image is limited to people with direct access to that record and field and therefore the customer would not see it and it would not be an attachment.
So that's the out of box way to handle that, just a small user training thing.
To allow them to paste images (which may have been one of the main reasons why you enabled that field to use html via that system property anyway), you would have to think through appropriate steps to decipher that current attachment, where it was inserted, and then label that attachment a specific way or set a field on that attachment a certain way, that a "read" ACL for the sys_attachment table would be adjusted to NOT allow a customer to see. So, a more complex solution, from my opinion, than the user training option for your IT staff to follow.
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