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  1. Jira Service Management Server and Data Center
  2. JSDSERVER-6304

Users can't view Attachments added after the 50th Viewable Comment to them on Customer Portal

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Details

    • Bug
    • Status: Closed (View Workflow)
    • Highest
    • Resolution: Fixed
    • 3.15.3, 3.16.2, 4.0.2, 4.1.0
    • 4.2.0, 3.16.4
    • Customer Portal
    • None

    Description

      Issue Summary

      When a user views an SD ticket from Customer Portal, JSD only shows attachments from the first 50 comments that are viewable by the user:

      • For a customer, this means the first 50 public comments
      • For an agent, this means the first 50 comments regardless of public or internal, as long as the agent can view them all from Jira Issue View

      Attachments added to any comment after the 50th viewable one can't be viewed or downloaded as JSD throws a 403 Forbidden error.

      Steps to Reproduce

      1. Create a new SD ticket
      2. Add 49 public comments and 1 internal comment to it, without any attachments
      3. Add comment #51 as public, with an attachment
        This can be done by either agent or customer from either Jira or Portal. Observe these behaviors:
        • From Portal, customer can view/download the attachment, as it's in the 50th comment viewable by him
        • From Portal, agent can't view/download the attachment, as it's in the 51st comment viewable by him
        • From Jira, agent can view/download/manage the attachment normally
      4. Add comment #52 as public, with a different attachment that has a different file name
        This can be done by either agent or customer from either Jira or Portal. Observe these behaviors:
        • From Portal, customer can't view/download the attachment, as it's in the 51st comment viewable by him
        • From Portal, agent can't view/download the attachment, as it's in the 52nd comment viewable by him
        • From Jira, agent can view/download/manage the attachment normally

      Expected Results

      Attachments should be able to be viewed/downloaded from Portal regardless of where it appears.

      Actual Results

      A 403 Forbidden error is thrown for attachments added after the 50th viewable comment relative to the user.

      Workarounds

      Workaround 1 - Recommended

      1. As an agent, find a public comment that is among the first 50 comments (including both public and internal comments)
      2. Edit that comment and add wiki markup for the attachment

      This way, the attachment is seen by JSD as appearing in 1 of the first 50 comments viewable by both customers and agents. Both customers and agents should then be able to view it from Portal.

      Workaround 2 - only applicable to customers

      As an agent, convert older public comments to internal so that the attachment now appears in one of the first 50 public comments. Customers should then be able to view it.

      This won't help agents as internal comments are still viewable by them.

      Workaround 3 - only applicable to agents

      View the ticket in Jira instead of Portal.

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              ashubovych moofoo (Inactive)
              dkoh Danson (Inactive)
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              Dates

                Created:
                Updated:
                Resolved:

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