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

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Henry Hughes
Tera Contributor

‎02-05-2025 06:09 AM

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?

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JenniferRah
Mega Sage

‎02-05-2025 06:30 AM

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...

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JenniferRah
Mega Sage
In response to Henry Hughes

‎06-20-2025 07:56 AM

That's correct. Encryption doesn't impersonate, which is confusing, but I guess it's a security thing so that people can't impersonate someone with additional security and see things they shouldn't.

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