ITIL unable to attach .xml file to an incident

[Stephen Updike]

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!

[Stephen Updike]

Sorry.  It would not let me attach the xml file to my reply.  Gave basically the same error about contents not matching.  I think we are just not able to attach those particular xml files.

[giangnt76]

Thank you so much for the info!

[Athinarapu Kavy]

review ACL's on sys_attachment table to see if any acl's are restricting from adding the record for specific users

[Stephen Updike]

thanks.  We are a small operation.  If there are any specific ACL's, I would have added them, and I know I have not added any pertaining to that table.