Summary

Attachments publicly shared by an Agent with some specific dimensions can't be seen from the customer portal:

• the attachment is not displayed in the comment from the customer portal view
• when trying to open the attachment URL in a new tab, we get the "Forbidden (403)" error

Steps to reproduce

• Create a new issue in a Service Desk project
• Open the issue from the Agent View (not the customer portal view)
• Upload an image to the issue and select "Add to issue only"
• Add a new comment, include the image in it by specifying the width and height, and click on "Share with customer". For example:

  !IMG_4258.JPG|width=826,height=635!
  

  
  

• Open the issue from the customer portal view

Expected behavior

The attachment should be visible in the comment.

Observed behavior

• The comment is visible, but the attachment is not displayed:
  
• Open the URL of the attachment, and observe the 403 error:
  

Workaround

Edit the comment from the agent view side and remove the size dimension. For example:

• With thumbnail format:

  !IMG_4258.JPG|thumbnail! 
  

• Without thumbnail format:

  !IMG_4258.JPG! 
  

The attachment will be visible from the customer portal.e