Attachment Visibility Issue on [hrm_ticket_page]

[himanshubar]

We are encountering an issue on the [hrm_ticket_page] where attachments are not fully visible to end users under specific scenarios. When impersonating a user (e.g., HRSC Training user) in production, the Attachment tab on a case appears empty, despite attachments being present. While the Activity Stream provides a small preview of the attachments, clicking on them opens an empty window.

Testing revealed discrepancies between cases. For instance, in case HRC1344482, attachments are not fully visible, whereas a different case exhibits different behavior. Additionally, when a file is attached by a user, it is visible in both the Activity Stream and the Attachments section. However, when attached by an agent, it appears only in the Activity Stream and not in the Attachments section.

Upon reviewing the attachments, another inconsistency was identified: in the Activity Stream, three attachments are visible, but only two appear in the Attachments section. This raises the possibility of a blocker or configuration issue affecting visibility depending on who attaches the file.

The issue has been thoroughly reviewed in production with screenshots attached for reference. Steps have been taken to cancel test cases in production to prevent confusion, and future testing will be conducted in non-production environments. Despite these efforts, the root cause remains unclear and may relate to a security configuration, a system blocker, or an environmental issue.

We seek guidance on whether this is a configuration issue, a potential bug, or should be addressed as an enhancement request. Kindly review the attached screenshots for further details and assist in identifying and resolving the issue.

This revised version includes the point about the discrepancy in attachment counts and who attaches the file, ensuring clarity and completeness.

[michaelj_sherid]

@himanshubar This is odd, indeed. What is Courtney's role on the case? It seems that the second image does not show her attachment. I would investigate this from this avenue to see if this highlights any root cause. This is not a common issue in my experience so I recommend submitting a support issue should you not find any root cause after investigating the source of the attachment.

Regards,

Mike

[himanshubar]

@michaelj_sherid 

Thank you for your input. I have reviewed Courtney's role on the case and confirmed that she is an Agent who added the attachment in question. From my investigation, it appears that attachments added by agents are visible only in the Activity Stream and not in the Attachments section, whereas attachments added by users display correctly in both locations.

This behavior is consistent across cases I’ve tested and seems to point to a configuration or permission issue specific to agent uploads. I will continue to investigate this further to determine if Courtney’s permissions or any other factors related to the source of the attachment might be contributing to the issue.

If further investigation does not reveal a clear root cause, I will proceed with submitting a support issue as recommended. I appreciate your guidance and will keep you updated on the progress.