If a service catalog item has an HTML variable and an image/file is attached to that variable, the image is displayed in the activity stream but it does not show it as an attachment on the record itself

Steps to Reproduce

  1. Login to any Kingston Patch 2 instance.
  2. Go to Self Service > Service catalog > Can we help you? > Create incident.
  3. Right click on the header of the form and select 'New variable' to create an HTML variable on the field
  4. While creating a new variable use the following values:
        Type - HTML
        Question - Screenshot
        Name - Name
    5. Save this variable.
    6. Go to that catalog item
    7. Now, enter the required information in other fields and attach an image to the 'Screenshot' variable using the HTML toolbar.
    8. Submit the catalog item.

Issue: You can now see that the image that you attached to this field is visible in the activity stream, but it is not visible at the top where attachments usually show.


This issue is Fixed. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix. 

Related Problem: PRB1256988

Seen In

SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3
SR - IRM - Vendor Risk Management - Madrid 2019 Q1
SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3

Fixed In


Associated Community Threads

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Article Information

Last Updated:2020-11-15 11:59:06