3738383 - Attachment Section not visible in the UI

When you navigate to (Ex: Case view), you are not able to see the Attachment Section, or it is loading an empty screen.

SAP Sales and Service Cloud version 2

Scenario 1:

• Login to the SAP Sales and Service Cloud Version 2 System
• Open the Case UI.
• Attachment section is not visible.

Scenario 2:

• When you navigate to Case view--> Email
• Click Create--> Email
• Click "Add Attachment", the screen is empty.

The possible cause is that, user's assigned Business Roles might not be having the relevant Business Service ID "sap.crm.service.documentService" assigned and it's corresponding AppList is not enabled.

In order to view the Attachment section, kindly ensure the follwing:

For User's who are having Admin Roles:

1) Navigate the required Business Role.

2) Ensure that the "documentService" is added in the Business Service List.

3) Now, in the App List, kindly ensure both "Document Administration" and "Document Management" is enabled.

4) Now, for users are assigned with Non-Admin Role, kindly ensure "Document Management" is enabled. 

5) Also, if you are using the Chrome browser, right click on the Reload Icon and select "Empty Cache and Hard Reload" option.

KBA , CEC-CRM-DOS , Document Service for SAP Sales/Service Cloud , Problem

SAP Sales Cloud and SAP Service Cloud Version 2 all versions