Documents and attachments that are linked to one order documents using content management are currently only supported in the user role UTIL_SALES (B2B scenario) in the utilities environment. There has been no integration in the B2C scenario and the interaction center role UTIL_IC yet.
In order to fix this the following two notes are relevant:
http://service.sap.com/sap/support/notes/2060387
http://service.sap.com/sap/support/notes/2064005
