Attachment not visible for user

[GeradCouse]

There is a user in org that can't view an attachment that was added to a ticket by someone else. It doesn't even show in the right hand side bar, but other files will appear. 

Not sure if it's the issue but a different user used to be responsible for uploading the pdf and they could see it fine then. As far as I can all permissions for the user that can't see it are the same as the user uploading it. Any help to find the setting that's hiding it would be appreciated.

[GeradCouse]

Sorry for the delayed response. The user does have permissions to view notes. Is it possible it's the settings of the user who is uploading the pdf that is the problem? It's only the files the first user attaches to the ticket manually that can't be seen by the second user.

[DianaGomez]

Hi @GeradCouse, 

Thanks for the details!

I am unable to provide an exact explanation without reviewing your account. Therefore, I recommend that you contact the support team included in your plan and explain the situation to them. They can then investigate whether it is a permissions issue or something else.

Best,

Diana

[GeradCouse · Accepted solution]

Hi! It appears the issue is solved. The first user can view the last few pdfs the second user uploaded. I can't confirm with certainty that this was the cause but I added them both to the same Main Team (whereas one of them was not part of any team originally).

[DianaGomez]

Hi @GeradCouse, 

Thanks for reaching out to the Community!

Attachment permissions and who can view those is based on their notes permission settings. The default is for notes to be set as viewing only notes that they own/created. If these users need to see attachments added by other users their notes permissions need to be updated to allow them to view notes from either their team or everyone.

Let me know if the user has these permissions. 

Best,

Diana

[KOrtega4]

where can I find the notes? I dont have that option.