Missing attachments

[JithinPadma]

Attachment getting missed while raising hrcases.it seems intermittent. On by testing lower instance, we are unable to reproduce the issue. can someone please advise. how can this be sorted out.

[Ct111]

Hello,

Check Attachment Size Limit:
- ServiceNow has a default attachment size limit. If the attachment size exceeds this limit, it will not be attached to the HR case

For more details and restrictions check below 

LINK

Also check if you are having similar issue related to below 

LINK2 

I hope this information helps

[Rajesh Chopade1]

Hi @JithinPadma 

You can try bellow trouble shoot: 

• Review and test the attachment field configuration.

  • Check the file size limit, allowed attachment types, and ensure no restrictions are in place.

• Inspect the UI Policies, Client Scripts, and UI Actions that might be affecting the attachment field visibility or functionality.

  • Ensure no scripts are preventing the attachment from being submitted.

• Investigate Business Rules and Workflows related to HR cases, especially any that run after the case is created.

  • Look for any rules that may inadvertently remove or fail to link attachments.

• Check System Logs for errors related to attachment uploads.

  • Look for issues in the sys_attachment table and monitor network activity for failed requests.

• Test across different browsers to rule out browser-specific issues or network problems.

I hope my answer helps you to resolve your issue, if yes please mark my answer helpful and correct.

thank you

Rajesh

[Ankur Bawiskar]

@JithinPadma 

If you are able to replicate in lower instance then you can try to debug and identify the root cause.

if it's only in production then nothing much can be done.

Basic check

1) what are the steps to reproduce

2) is it happening while raising HR case while submitting record producer?

3) attachment file size issue

If my response helped please mark it correct and close the thread so that it benefits future readers.

[JithinPadma]

Hi @Ankur Bawiskar ,

I have done the same thing which user did in our lower instance, but I could see that attachment is not failed to get attached. this issue is intermittent and is not happening for all user, only a few. also, for those users itself, not happening for all other hrcases that they raise.