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We are facing issue in loading the attachments at customer portal

Srujan kumar_hfdhdz

As we have created couple of tickets is one of service desk project and added couple of attachments in that while creating the tickets. But when we went back to customer portal it is not visible at that end since we can see those attachments at agent level view.

In request type we haven't missed attachment field but it still it not showing at the customer portal. Hope this could be resolved as soon as possible.

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Jack Brickey

Have you attempted to assess if it is specific attachments? Can you try different attachment types? Or some issues not having this problem or is it across all issues and projects? If this is an attachment your agent adds are you certain they added via a public comment?

Srujan kumar_hfdhdz

@Jack Brickey These are only with few tickets and they are of 3 tickets. The issue is very specific that agent has admin access and he has created a ticket from agent end while creating ticket he added few attachments. Now it is very strange that when agent went back to customer portal and checked those attachments were missing and yes in all those 3 tickets the attachments are of same type (docx). After creating the ticket if attachments were added in comments then those attachments are visible at both ends. While creating a ticket which he have added only those are missing. This is first time seen on the instance. Hope I could a better solution for this.

Jack Brickey

So it seems that the issue occurs when the agent opens the ticket rather than the customer and adds the attachments at the time of creation. Correct?

can you detail the steps the agent takes for opening the issue? Specifically...

Does the agent use the "Create" button or "Raise a request" link or some other method?
Does the agent set the reporter to himself or to a customer?
does the agent set the Customer Request Type?
confirm if the agent adds the document during creation or after creation of issue.

Srujan kumar_hfdhdz

Actually what happened is, the ticket has to be created by customer but due to some issues he cant create a ticket and our agent has created a ticket and reporter is added as himself, request type added and also shared with the customer related organization by which the customer can also be able to view the ticket and updates on it. But the attachments added at the time of creation by agent using the "Create" button from the top were not showing in the customer portal even the reporter agent who created it himself it is can't see those attachments. Please check the below attachments for reference.

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