User with role 'approver_user' is unable to download/READ the attachments attached to a CHG record. - Support and Troubleshooting

User with role 'approver_user' is unable to download/READ the attachments attached to a CHG record. Description  Symptoms User with only 'Approver_User' role not able to view the attachment of the change request.

Release Kingston, London, Madrid

Cause All the existing ACL's of 'read' type is failing for users with 'approver_user' role and thereby restricting the user to download/view the attachments.

Resolution In order to change this existing behavior and allow all users with 'approver_user' role to access attachments on their approval record, we need to create a new READ type ACL. This ACL should be defined on the sys_attachment table and should contain ' approver_user ' in the roles embedded list and the script should be returning 'true' only if the approval record is associated with a change request and assigned to the current logged in user. The ACL script should be something like below:

var answer = false; if(current.table_name == "change_request") { var gr = new GlideRecord('sysapproval_approver'); gr.addEncodedQuery('sysapproval='+current.table_sys_id); gr.query(); while(gr.next()){ if(gr.approver == gs.getUserID()) answer = true; } }

Now, impersonate with 'Approver User' and access any approval record for CHG record that has attachments. The user should be able to view/download the attachments as expected.

Additional Information NOTE: This is only one of the ways to achieve this business use case and ServiceNow Administrators are free to make any modifications/tweaks to the SCRIPT of the ACL.