JPG in RITM not showing image unless it is downloaded - Support and Troubleshooting

JPG in RITM not showing image unless it is downloaded Problem The jpg image is not visible in the Request Item (RITM) unless it is downloaded.

Steps to reproduce :

1. Dragging a picture from the desktop to the ticket 2. That attaches the image as a jpg without displaying it unless downloaded.

Root Cause The issue is due to encryption on the sc_req_item table. The encryption setting is enabled, which causes the image to not display directly in the RITM.

Steps to Resolve 1. If after the attachment is pasted into the RITM and the name is showing up, just clicking on the name, the file will be displayed. This is the expected behavior. 2. If you do not want to have the encrypted option on sc_req_item table, you can disable it reviewing the record for that on this table: sys_platform_encryption_configuration Note: Disabling encryption will allow any user to attach files without encryption. 3. If encryption is still needed, the property glide.attachment.encrypt_by_default can be set to false. However, this property cannot be set back to true once changed. For more information, please review: => Attachments are not getting encrypted by user even though Module Access Policy is defined for that user