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  1. Jira Service Management Data Center
  2. JSDSERVER-6115

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

    • Icon: Bug Bug
    • Resolution: Duplicate
    • Icon: Low Low
    • None
    • 3.15.1
    • Customer Portal
    • None

      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

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            [JSDSERVER-6115] Attachments publicly shared by an Agent with some specific dimensions can't be seen from the customer portal

              Unassigned Unassigned
              jrey Julien Rey
              Affected customers:
              4 This affects my team
              Watchers:
              5 Start watching this issue

                Created:
                Updated:
                Resolved: