Users without the 'admin' role are not able to attach files (attachments) to closed incident records - Support and Troubleshooting

Users without the 'admin' role are not able to attach files (attachments) to closed incident records Issue  Symptoms Users who do not have the 'admin' role when navigating to a closed incident record, they don't have the ability to attach files. They don't see the attachment icon and when they drag and drop a file onto the form, the system throws the following message:

"File attachments not allowed"

Release All releases

Cause This is caused by a Client Script which hides the attachment icon on the form.

Along with the Client Script mentioned above, there are two OOB ACL which stop WRITE access to closed incident records.

Resolution Follow the steps below and ensure you test thoroughly on a sub-production instance first:

You may find that after performing the ACL changes, your users now have access to modify fields on the form. This is something you need to take into consideration and accommodate for, with either using more ACLs against fields or UI Policies.

Navigate to the "(BP) Hide Attachment Link when Closed" Client Script and deactivate the record.

https:// .service-now.com/sys_script_client.do?sys_id=5601ea5f0a0a0b4b0055644e71c28968

Review the following ACLs and make the necessary changes in the condition field which stops WRITE access when the incident is in a closed state:

https:// .service-now.com/sys_security_acl.do?sys_id=66ec26370a0a0b0100a67b597d415b84 https:// .service-now.com/sys_security_acl.do?sys_id=66ecaf4d0a0a0b010029ce5027a8d56f

Perform a cache.do on the instance once done.

https:// .service-now.com/cache.do