If you're experiencing problems where attachments on ServiceNow catalog tasks aren't syncing with Hyperproof—or you’re seeing sync errors or missing attachments—this may be due to how attachments are stored or access restrictions in ServiceNow.
Key symptoms:
Sync errors in Hyperproof only for catalog tasks.
Catalog tasks without attachments sync successfully.
The attachment section doesn’t update after clicking Sync now.
Attachments on incident or problem tasks sync correctly.
Error messages or ACL exceptions appear in Hyperproof logs.
Why this happens:
Attachments for catalog tasks (sc_task) are often saved on request items (sc_req_item) or the parent request (sc_request) within your ServiceNow environment, not on the task record itself.
Hyperproof queries attachments from the
sc_tasktable by default. If no attachments are stored there, the sync fails.
Custom ACLs (Access Control Lists) or field-level ACLs in ServiceNow can also block Hyperproof from accessing the necessary attachment or dictionary tables. Hyperproof assumes default ACL behavior, where standard roles (admin, itil, read-only) can query key system tables, including dictionary and UI tables. Custom ACLs or restrictions can block these operations, leading to “ACL exception” or “insert failed” errors, even when required roles are assigned.
Steps to resolve:
Confirm where attachments are stored
Ask your ServiceNow team whether attachments are on the
sc_task,sc_req_item, orsc_request. This is the most essential step, because Hyperproof can only sync attachments that ServiceNow allows the integration to access.
Test access outside Hyperproof
Try viewing or downloading the catalog task attachment using another tool such as the ServiceNow user interface, Postman, or the ServiceNow REST API Explorer.
If the attachment can't be accessed outside Hyperproof, ServiceNow is blocking access, and Hyperproof will not be able to retrieve it.
Work with your ServiceNow team to enable attachment access:
Storage-level fix: Create a business rule that "mirrors attachments" from the parent record (sc_req_item or sc_request) to the
sc_task, or add an ACL rule that allows parent-level attachments to be visible or accessible viasc_task. This ensures Hyperproof can retrieve attachments consistently during catalog task sync.
ACL fix: Resolve ACL-related issues:
If custom ACLs restrict catalog tasks or attachment fields:
Review field-level and table-level ACLs applied to:sys_attachmentsc_taskdictionary tables (sys_dictionary)UI tables (sys_ui_*)sc_req_item
Ensure the integration account has access to query these tables.
Still need help?
If attachments are stored directly on the catalog task and are accessible outside Hyperproof, email support@hyperproof.io with details. We'll assist you further.