Problem Statement

Users(JSM agents)are not able to view the preview of the attached PDF file on the work item. Instead, "Creating preview" is shown on the attachment. When they click on the attachment, the error "Something went wrong. We couldn't generate a preview for this file." is displayed. However, they are able to download the file. Please see the attached image below.

Steps to Reproduce

1. A customer creates a request (apparently, the customer createsa request via email)
2. The customer attached a PDF file in the comment section.
3. An agent opens the request from the project queue.
4. The agent tries to view the preview of the attached PDF file.

Expected Results

The agent is able to view the preview of the attached PDF file. (if not immediately, after a few seconds)

Actual Results

The agent is not able to view the preview of the attached PDF file for more than 20 ~ 30 minutes.
When the agent clicks on the preview, they see the error message "Something went wrong. We couldn't generate a preview for this file."

Workaround

Download the file.