Attachment

  • Release version: Xanadu
  • Updated January 20, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Attachment Variable in Service Catalog

    The Attachment variable in ServiceNow’s Service Catalog allows users to upload files as part of catalog item requests. Users can upload, download, update, and delete attachments linked to catalog questions during request submission and fulfillment. This functionality enhances the ability to provide supporting documents or files relevant to the requested service.

    Show full answer Show less

    Key Features

    • File Restrictions: You can limit file size and allowed file extensions using the maxfilesize and allowedextensions variable attributes. These settings help enforce organizational policies on attachments.
    • System Limits: The maximum file size is governed by the glide.sc.variable.attachment.defaultmaxsize property (default 20 MB) and the global com.glide.attachment.maxsize system property, ensuring attachments comply with platform-wide constraints.
    • Attachment Management: Editing an attachment replaces the existing file. Attachments are saved in the sysattachment table only after submitting or saving the request, ensuring data integrity.
    • Attachment Copying: Attachments are copied when variables are cascaded in order guides or mapped in record producers, but individual variable attributes may not apply initially. Changes to copied attachments are independent, avoiding unintended updates across items.
    • Integration Support: The variable supports client-side scripting with gform.setValue(), works in flows and workflows, is available in condition builders, but is not supported in multi-row variable sets or item variable assignment in order guides.
    • Anti-virus Scanning: If enabled system-wide, attachments are scanned during request submission or when adding items to carts or wish lists, ensuring security compliance.

    Practical Considerations for ServiceNow Customers

    • Set file size and extension restrictions carefully to balance user flexibility with security and performance.
    • Be aware that attachment size impacts performance, especially when attachments are copied across multiple catalog items.
    • Understand that attachment changes in one location do not propagate automatically to copies elsewhere, enabling independent management.
    • Note the behavior differences in cascading attachments within order guides and rule bases to manage user expectations and system behavior accurately.
    • Use the Attachment variable to enrich catalog items with necessary supporting documents while maintaining control over file management and security.

    When submitting a catalog item request, this variable lets you upload an attachment for a question of the item.

    After you upload the attachment, you can also download, update, and delete it. Even when fulfilling the request, you can download, update, and delete the attachment in a requested item or catalog task. You can specify restrictions for file size and extensions using the max_file_size and allowed_extensions variable attributes. For information on these variable attributes, see Service Catalog variable attributes.
    Important:
    • You should specify only an integer value for the following:
      • The max_file_size variable attribute
      • The glide.sc.variable.attachment.default_max_size system property (catalog-level). The default value is 20.
    • If the max_file_size variable attribute is not specified, the glide.sc.variable.attachment.default_max_size system property value is considered as the upper limit for the attachment file size.
    • Irrespective of the file size allowed in the variable, the attachment file size cannot exceed the size specified in com.glide.attachment.max_size system property, which is applicable for attachments across ServiceNow AI Platform.
    • The g_form.setValue() API is supported in catalog client scripts.
    Note:
    When you edit an attachment, the existing attachment is removed and a new attachment is uploaded.

    When you upload an attachment to this variable, an entry is created in the Attachment [sys_attachment] table. The variable is not updated until you submit the item request, add it to the cart, or save the record while editing it (in fulfiller flows). If you delete or update the attachment before submitting the corresponding catalog item, the entry in the Attachment [sys_attachment] table is cleared.

    The attachment uploaded for this variable is copied in the following scenarios:
    • In an order guide, when the variable is cascaded to a catalog item in the rule base
      Important:
      The individual variable attributes are not honored for the catalog items in the rule base. For example, let us consider that a variable in the Describe Needs section allows a .pdf attachment and the variable of a catalog item in the rule base allows a .txt attachment. When you upload an attachment of .pdf type for a variable in the Describe Needs section, it is initially cascaded to the variable in the catalog item as well and the variable attributes specified in the catalog item are not honored. However, if you delete this initially cascaded attachment from an individual item and try to upload a new attachment, then the individual variable attributes of the catalog item are honored.
    • In a record producer, when the variable is mapped to a task table field. This variable can be mapped only to the File Attachment field type of a task table.
    Important:
    After an attachment is copied, the changes to the individual attachments are independent. For example, any change to an attachment in the order guide does not impact the same attachment cascaded to the catalog item in the rule base.
    Warning:
    Since the attachments are copied, a larger size can lead to performance issues.
    If the system-wide anti-virus check is enabled, the anti-virus check is performed on the attachment when you:
    • Submit a request for the corresponding catalog item
    • Add the catalog item to the cart or wish list
    Note:
    • This variable is not supported in a multi-row variable set.
    • This variable is supported in flows and workflows.
    • This variable is available in condition builder
    • For this variable, item variable assignment is not supported in order guide.
    Figure 1. Attachment variable
    The Attachment variable