[JSDSERVER-16217] API endpoint /rest/servicedeskapi/request/ can't show attachment if the attachment is uploaded during issue creation via the Agent View (Jira UI)

Type: Bug
Resolution: Unresolved
Priority: Low
Fix Version/s: None
Affects Version/s: 10.3.0
Component/s: API and Integrations
Labels:
- ril

Support reference count:
1
Symptom Severity:
Severity 3 - Minor
Bug Fix Policy:
View Atlassian Server bug fix policy

Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the Agent view (Jira UI), the API endpoint /rest/servicedeskapi/request/ will not return any attachment.

Steps to Reproduce

Create an issue and upload an attachment in the Attachment section
- Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error The request could not be found, or you do not have permission to see it."
Run /rest/servicedeskapi/request/<ISSUE_ID> against the issue

Expected Results

The response should show the uploaded attachment.

Actual Results

The attachment section of the response is empty:

        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []

Workarounds

In the Agent view (Jira UI):

If the attachment is uploaded in the Description section during the issue section, then this issue does not occur
If another attachment is uploaded after the first attachment, then the API can return all attachments

In the Customer Portal:

If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:

Testing Requirements	Version	Affected Version
Customers Reported Version	10.3.0	Yes
Most Recent Bug-Fix Release
Previous Major Release
Most Recent LTS
Previous Supported LTS	9.12.22	Yes
Other Versions..
(Add rows as needed)

links to

Internal ticket

SET Analytics Bot made changes - 20/May/2025 4:04 AM

Support reference count

New: 1

Bartosz Ornatowski made changes - 20/May/2025 3:38 AM

Status

Original: Needs Triage [ 10030 ]

New: Gathering Impact [ 12072 ]

Security Metrics Bot made changes - 19/May/2025 8:40 PM

Labels

New: ril

Security Metrics Bot made changes - 19/May/2025 8:40 PM

Remote Link

New: This issue links to "Internal ticket (Web Link)" [ 1019873 ]

Kaili Gu made changes - 19/May/2025 1:48 AM

Description

Original: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint */rest/servicedeskapi/request/* will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run */rest/servicedeskapi/request/<ISSUE_ID>* against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workarounds

In the *Agent view (Jira UI)*:
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the *Customer Portal*:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|10.3.0|Yes|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

New: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the Agent view (Jira UI), the API endpoint */rest/servicedeskapi/request/* will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run */rest/servicedeskapi/request/<ISSUE_ID>* against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workarounds

In the *Agent view (Jira UI)*:
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the *Customer Portal*:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|10.3.0|Yes|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

Kaili Gu made changes - 19/May/2025 1:48 AM

Description

Original: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint */rest/servicedeskapi/request/* will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run */rest/servicedeskapi/request/<ISSUE_ID>* against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workaround

In the *Agent view (Jira UI)*:
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the *Customer Portal*:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|10.3.0|Yes|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

New: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint */rest/servicedeskapi/request/* will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run */rest/servicedeskapi/request/<ISSUE_ID>* against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workarounds

In the *Agent view (Jira UI)*:
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the *Customer Portal*:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|10.3.0|Yes|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

Kaili Gu made changes - 19/May/2025 1:45 AM

Description

Original: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint */rest/servicedeskapi/request/* will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run */rest/servicedeskapi/request/<ISSUE_ID>* against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workaround

In the *Agent view (Jira UI)*:
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the *Customer Portal*:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|_Example: 10.3.0_|_Yes_|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

New: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint */rest/servicedeskapi/request/* will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run */rest/servicedeskapi/request/<ISSUE_ID>* against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workaround

In the *Agent view (Jira UI)*:
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the *Customer Portal*:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|10.3.0|Yes|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

Kaili Gu made changes - 19/May/2025 1:45 AM

Description

Original: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint /rest/servicedeskapi/request/ will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run /rest/servicedeskapi/request/<ISSUE_ID> against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workaround

In the Agent view (Jira UI):
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the Customer Portal:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|_Example: 10.3.0_|_Yes_|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

New: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint */rest/servicedeskapi/request/* will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run */rest/servicedeskapi/request/<ISSUE_ID>* against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workaround

In the *Agent view (Jira UI)*:
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the *Customer Portal*:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|_Example: 10.3.0_|_Yes_|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

Kaili Gu made changes - 19/May/2025 1:44 AM

Description

Original: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint /rest/servicedeskapi/request/ will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run /rest/servicedeskapi/request/<ISSUE_ID> against the issue

h3. Expected Results
h3. Actual Results

The below exception is thrown in the xxxxxxx.log file:
{noformat}
...
{noformat}
h3. Workaround

Required, if there is no workaround please state:
Currently there is no known workaround for this behavior. A workaround will be added here when available
h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|_Example: 10.3.0_|_Yes_|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

New: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint /rest/servicedeskapi/request/ will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run /rest/servicedeskapi/request/<ISSUE_ID> against the issue

h3. Expected Results
The response should show the uploaded attachment.

h3. Actual Results
The attachment section of the response is empty:

{code:java}
        {
            "fieldId": "attachment",
            "label": "Attachment",
            "value": [],
            "renderedValue": []
{code}

h3. Workaround

In the Agent view (Jira UI):
* If the attachment is uploaded in the *Description* section during the issue section, then this issue does not occur
* If another attachment is uploaded after the first attachment, then the API can return all attachments

In the Customer Portal:
* If the request is created via the customer portal and the attachment is added in the request creation form, the issue does not occur

h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|_Example: 10.3.0_|_Yes_|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

Kaili Gu made changes - 19/May/2025 1:42 AM

Description

Original: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation, the API endpoint /rest/servicedeskapi/request/ will not return any attachment.

h3. Steps to Reproduce
# Step 1
# Step 2

h3. Expected Results
h3. Actual Results

The below exception is thrown in the xxxxxxx.log file:
{noformat}
...
{noformat}
h3. Workaround

Required, if there is no workaround please state:
Currently there is no known workaround for this behavior. A workaround will be added here when available
h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|_Example: 10.3.0_|_Yes_|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

New: h3. Issue Summary

If an attachment is uploaded in the Attachment section during issue creation via the agent view (Jira UI), the API endpoint /rest/servicedeskapi/request/ will not return any attachment.

h3. Steps to Reproduce
# Create an issue and upload an attachment in the Attachment section
** Note that Request Type needs to be set to a non-empty value, otherwise the REST API call will return the error _The request could not be found, or you do not have permission to see it."_
# Run /rest/servicedeskapi/request/<ISSUE_ID> against the issue

h3. Expected Results
h3. Actual Results

The below exception is thrown in the xxxxxxx.log file:
{noformat}
...
{noformat}
h3. Workaround

Required, if there is no workaround please state:
Currently there is no known workaround for this behavior. A workaround will be added here when available
h3. Versions Tested

Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
||Testing Requirements||Version||Affected Version||
|Customers Reported Version|_Example: 10.3.0_|_Yes_|
|Most Recent Bug-Fix Release| | |
|Previous Major Release| | |
|Most Recent LTS| | |
|Previous Supported LTS|9.12.22 |Yes |
|_Other Versions.._| | |
|_(Add rows as needed)_| | |

Assignee:: Unassigned

Reporter:: Kaili Gu

Affected customers:: 0 This affects my team

Watchers:: 1 Start watching this issue

Created:: 19/May/2025 1:39 AM

Updated:: 20/May/2025 4:04 AM

Details

Description

Issue Summary

Steps to Reproduce

Expected Results

Actual Results

Workarounds

Versions Tested

Attachments

Issue Links

Forms

Activity

People

Dates