ITIL users are not able to preview an image or pdf attached in agent workspaceIssue Agent Workspace, when an ITIL user tries to preview an image or pdf attached to any record it shows the error -"file is not found"; whereas image and pdf preview is available to Admins. CauseThis is caused due to below OOB ACL being customised: Attachment API of type REST endpoint https://instance-name.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=2901dd518733320025fbd1a936cb0be9ResolutionIdeally in the OOB , it is associated with snc_platform_rest_api_access role and is inactive in OOB by default. Below is the product doc saying about these OOB APIs https://docs.servicenow.com/bundle/rome-application-development/page/integrate/inbound-rest/concept/c_RESTAPI.html#d1119358e574 Check if the same ACL is customised . Workaround:A. Deactivate this ACL, as it should be in OOB [most recommended] B. Provide snc_platform_rest_api_access role to this ACL [moderately recommended] C. Add any of the custom roles to the users [least recommended, as this would have to be done to all users individually, taking more time]