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Symptoms


Users are to transmit attachments via Connect Support. Chat agents might be able to add attachments but the end user will not be able to access the same.

Release


All available releases

 

Cause


Failing Read ACL on sys_attachment table could be the reason

Resolution


There is an out of the box ACL on sys_attachment table which allows end users read access to the attachments which they are entitled to see.

https://<instance-name>.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=0bcf23740a6a38d400c7e02590038464 

Users need to make sure this ACL is same as the out of the box one. If not, importing the OOB ACL to the instance will resolve the issue. They may also need to evaluate other read ACLs(if any) on the sys_attachment table to verify the user has enough permissions to view the records.

 

Article Information

Last Updated:2018-08-03 02:14:15
Published:2018-07-19