User can't see some attachments but I can when impersonating the user

[Henry Hughes]

We have some users who are struggling to see some attachments on an incident. They're ITIL users and other users with their permissions can see the missing attachments. When impersonating the affected users (in an incognito window to avoid any cached permissions hanging around), we are able to view the missing attachments.

Has anyone seen this before or is able to shed some light on what this might be?

[Ankur Bawiskar]

@Henry Hughes 

inform that user to logout and login again and clear the cache using cache.do

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

[JenniferRah · Accepted solution]

We had that issue when we had encryption modules enabled. If a user inadvertently attaches a document using an encryption module, then others without access to that won't see it. You can check this link for some information about it: https://www.servicenow.com/docs/bundle/washingtondc-platform-security/page/administer/encryption/tas...

[Henry Hughes]

Thanks Jennifer! The really interesting behaviour is that it impersonating apparently wipes the encryption during the impersonation session. So if you, as an admin, impersonate a user that can't see an encrypted attachment (correct behaviour) then you, as an impersonater, will be able to see the attachments through the user's eyes in an impersonation session. This really threw me off as it's not quite the behaviour I expected so just wanted to add it here if anyone references in future!

[JayalakshmiB193]

Correct, what was the fix you have provided for the ITIL users.