Issue with viewing attachments in approval record view in the Service Portal, attached more than a day ago.


Description

We have been experiencing an issue where an approval user will visit the approval record (approval for ritm) assigned to them in the Service Portal, however they cannot view the attachment on the requested item (via activity stream)

If the following is true regarding the requests submission:

-In the Service Portal, a user fills out the form for catalog item

-The user attaches a document to the item prior to submission -The user adds the item to their cart

-The user waits AT LEAST a day before submitting the request


When the requested item is created, the attachment is there, and the attachment states it was uploaded a day prior to the requested item "created on" date. When visiting the approval for the requested item (in the service portal), the attachment is not shown in the "Activity Stream for Requested Item". 

Release or Environment

All releases

Cause

Service Portal's activity stream will show attachments created up to 8 hours before the creation date of the parent record, but no farther back. It's a hardcoded lower bound on the sys_attachment query for the stream. There is no way currently to override this behavior. 

Resolution

Hi Josh,

We are placing this case in Solution Proposed.

Reason: Question answered
Issue Summary: (ON PREM) Issue with viewing attachments in approval record view in the Service Portal

Most Likely Cause: Verified with DEV this is working as designed. The value us hard coded for 8 hours.

Solution Proposed: Potential workaround, a customer could add a custom widget to the ?id=approval page with a broader query to show older attachments. Possibly cloned from the Ticket Attachments widget but specific to the Approval page if adding the Ticket Attachments widget doesn't give desired behavior. Ticket Attachments may not work as desired because the activity stream shown on the page can be for either the Approval record or the parent Task record, depending on how the widget option is set.

Recommend a feature request from client be filed, awaiting client feed back.


Next Steps: Josh to review and close out case by accepting Solution Proposed, or provide an update with any questions or concerns.

When: Upon review by Josh / Tuesday, June 9, 2020, US Eastern

Please let me know if the approach above has resolved the issue this case was raised for.

Best regards,
Richelle Chism

Additional Information

As a workaround, a customer could add a custom widget to the ?id=approval page with a broader query to show older attachments. Possibly cloned from the Ticket Attachments widget but specific to the Approval page if adding the Ticket Attachments widget doesn't give desired behavior. Ticket Attachments may not work as desired because the activity stream shown on the page can be for either the Approval record or the parent Task record, depending on how the widget option is set.