ITIL unable to attach .xml file to an incident

Stephen Updike · ‎07-31-2023

We have itil staff that are changing .xml files for an application we support. They would like to attach the .xml file to the incident for reference. Our security attachment restriction option is blank, so SNOW should allow all filetypes. As an Admin, I can attach the file, but I cannot seem to impersonate a user and attach the xml file, even if I add a .txt extension. Is there are restriction somewhere that allows only Admins to attach and/or import an xml file? If so, how do we accommodate this?

As a side observation, when I attach the .xml file to the incident, it does not display the extension like it does for the other attached files.

thanks!

Tony Chatfield1 · ‎07-31-2023

Hi, I do not see this behavior in a PDI running Utah or a commercial instance running San Diego.
A bit unusual that not all users are impacted as OOB system properties tend to impact everyone.
Have you checked sys_attachment to see if there is any customization? Based on your description of file extension not being displayed for an admin user, perhaps there is custom before BR editing the file name\extension and preventing insert for ITIL users. You could also search system properties for value contains xml to see if that helps identify any configuration that may be causing the issue.

Stephen Updike · ‎08-04-2023

I passed it on to our consultant, and it stumped her also. Even though the xml file validates, most of it is a large chunk of random characters. It means something to the application that uses is, but I think there is a particular group of characters somewhere in the file that causing an unwanted action in SNOW. We can attach other text based xml files, so I am convinced the issues is with the contents of these particular xml files. Somehow my admin privileges must overlook some of the error checking.

Tony Chatfield1 · ‎08-06-2023

Have you checked to see if the xml file(s) have been quarantined for some reason?
Can you share a copy of the xml file so that it can be tested\evaluated outside of your instance?

Stephen Updike · ‎08-07-2023

No, they are not quarantined. Admins are able to attach the files, but regular itil users are having the issue. We are hosted and we stay as close to OOB as possible.

Thanks.