Enhanced Attachments Display in ServiceNow - ben-vargas/servicenow-wiki GitHub Wiki

Attachments often add vital context to ServiceNow records. However, default displays can be limited: attachments may be spread across multiple related records, form views can inherit unintentionally, and default attachment lists aren’t always user-friendly. This article presents strategies to:

  1. Consolidate attachments from related records into a single list.
  2. Improve attachment fields for more intuitive navigation and clarity.
  3. Extend these solutions beyond a single application or record type.

Part 1: Consolidating Related Attachments for Requested Items

Scenario: When working with Requested Items (RITMs) and their associated Catalog Tasks, attachments are often scattered. The goal is to present all relevant attachments in a single related list, eliminating the need to navigate between parent and child records.

Step 1: Create Relationships

Create relationship records that query the Attachment [sys_attachment] table and consolidate attachments from both the Requested Item and its Catalog Tasks.

  1. Navigate to: System Definition > Relationships

  2. For Requested Item [sc_req_item]:

    • Name: All Attachments
    • Applies to table: Requested Item [sc_req_item]
    • Queries from table: Attachment [sys_attachment]
    • Query with Script: 
      (function() {
    var queryString = "table_nameINsc_req_item,sc_task^table_sys_idIN" + parent.getValue("sys_id");
    var gr = new GlideRecord("sc_task");
    gr.addQuery("request_item", parent.getValue("sys_id"));
    gr.query();
    while (gr.next()) {
        queryString += "," + gr.getValue("sys_id");
    }
    current.addEncodedQuery(queryString);
})();

  3. For Catalog Task [sc_task]:

    • Name: All Attachments
    • Applies to table: Catalog Task [sc_task]
    • Queries from table: Attachment [sys_attachment]
    • Query with Script: 
      (function() {
    var queryString = "table_nameINsc_req_item,sc_task^table_sys_idIN" + parent.getValue("request_item");
    var gr = new GlideRecord("sc_task");
    gr.addQuery("request_item", parent.getValue("request_item"));
    gr.query();
    while (gr.next()) {
        queryString += "," + gr.sys_id.toString();
    }
    current.addEncodedQuery(queryString);
})();

Step 2: Add the Related List to Forms

  • Go to a Requested Item or Catalog Task form.
  • Right-click the form header and select Configure > Related Lists.
  • Add the All Attachments related list to display consolidated attachments.

Result: Users now see a single, unified list of attachments from both the RITM and its related tasks, simplifying the user experience.

Part 2: Improving Attachment Field Display

Issue: The consolidated related list still shows fields like Table name and Table sys_id, which offer little clarity or direct navigation.

Solution: Create a Document ID field (Record) on the Attachment table to provide a direct link to the source record, making it easier for users to identify and access each attachment’s parent record.

Steps to Implement

  1. Add a Document ID Field:

    • Navigate to sys_attachment.list
    • Configure Dictionary and add a new field:
      • Table: Attachment [sys_attachment]
      • Type: Document ID
      • Column Label: Record
      • Use dependent field: Checked
      • Dependent on field: Table name

  2. Populate the Record Field with a Business Rule:

    function onBefore(current, previous) {
    if (current.table_sys_id.changes()) {
        current.u_record = current.table_sys_id;
    }
}

  3. Backfill Existing Records (Optional):

    (function() {
    var gr = new GlideRecord('sys_attachment');
    gr.autoSysFields(false);
    gr.query();
    while (gr.next()) {
        gr.u_record = gr.table_sys_id;
        gr.update();
    }
})();

  4. Update List Layout: On the “All Attachments” related list, remove Table name and Table sys_id, and add the Record field. Users can now click the record link to navigate directly to the attachment’s parent record.

Result: A cleaner, more intuitive attachment list, allowing direct navigation and better context.

Part 3: Generalizing the Approach Across Multiple Applications

Scenario: Beyond Requested Items and Catalog Tasks, organizations might need to apply these improvements to other record types like Incidents, Projects, HR Cases, etc.

Approach:

  • Adapt the relationship scripts to query attachments from multiple related records and tables.
  • Adjust your Document ID field and Business Rule as needed.
  • Update the “All Attachments” related list to cover additional scenarios, from ITSM (Incidents/New Calls) to PPM (Projects/Project Tasks), HR (HR Cases/Tasks), and more.

By adding table-specific logic and relationships, you can create a general “Related Attachments” concept that applies across your instance, consolidating and improving attachment visibility everywhere.

Considerations and Best Practices

  • Testing & Performance:
    Always test in a development environment before implementing changes in production. Consider the potential performance impact if you have a large number of attachments.

  • Documentation:
    Document custom relationships, fields, and Business Rules thoroughly. This ensures that future administrators and developers understand the logic and can maintain it effectively.

  • Extensibility:
    The methods described here are flexible. Start with a single use case (e.g., RITMs and Catalog Tasks) and scale out to other applications as needed.

Conclusion

By consolidating attachments from related records and refining attachment fields, you provide a clearer, more efficient user experience in ServiceNow. Users gain a single location to view all relevant attachments and can quickly navigate to their sources. Extending these techniques across various applications ensures a cohesive and intuitive attachment management strategy throughout your instance.