Add Attachment Icon Not Responding - Service Portal

[Terence Riley]

In the Service Portal, I'm trying to add an attachment to my case.  But when I click on the Paper Clip icon, nothing happens.  I have the admin role.  

[James Chun]

Hey @Terence Riley ,

Can you capture a screenshot of the outputs from the browser console to debug the issue?

1. Right-click on your browser, and select 'Inspect' which will open a pane.
2. Then select the 'Console' tab
3. Click the paper clip icon and take a screenshot of the console log

Thanks

[Terence Riley]

[James Chun]

Thanks for that @Terence Riley , unfortunately, that doesn't give a clear answer.

Can you please answer the following:

• Is the issue specific to this HR Case only?
• What is the state of the HR Case? Can you update anything else other than the attachment (e.g. comments) of the case?
• Does the 'drag file here' functionality work? If not, can you add an attachment in the backend view?

Thanks

[Terence Riley]

- Yes, HR Case only

- Any HR case that has already been submitted by the user.  On the Service Portal, the user goes to their case and tries to attach a document using the Paper Clip icon.

- Everything else seems to be working correctly besides the Paper Clip icon. Comments work fine

- The 'drag file' here functionality does work

- This is not an issue in our Dev Instance