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Customer is unable to see attachments in the portal

James Carnes-Dela Cruz January 11, 2024

A customer is unable to see attachments that our Support Desk has added to the ticket, via the portal. 

File type: .zip

Size: Under the allowed limit

Create Attachment security option includes the group our customers are in, the current assignee, reporter, and Service Project Customer - Portal Access. Zip option is turned on, and even I as an admin get nothing from the file when I download it via the portal or in the agent view. 

The system allowed for the Support Desk to upload to the ticket and they do show in the attachments section, but doesn't show anything when I download it.

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Odd_lynice
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 11, 2024

HI @James Carnes-Dela Cruz ,

 

I hope this document resolves the concern: Attachments not viewable on Customer Portal 

 

If after following the steps outlined on the page and still the issue persist I would recommend creating a support ticket via our Contact Us page >> select technical support.

 

So that our support team can look into what is causing the issue.

 

Theodore

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