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]

Thanks for that, do you know whether any customization was done to that widget?

1. Navigate Standard Ticket > Standard Ticket Configuration
2. Open the record where table = sn_hr_core_case
3. Navigate to the 'Tab Configurations' related list at the bottom of the page
4. Confirm that the 'Widget' column of 'Attachments' tab is 'HR Standard Ticket Attachment
5. Open the 'HR Standard Ticket Attachment', scroll to the bottom and select 'Versions' related list
6. In the 'Versions' related list, do you see any records (i.e. changes to the widget)

[Terence Riley]

No, there are no records under Versions.  I just noticed the Paper Clip icon only works after I refresh my browser.

[Terence Riley]

Here is the console log

[olimanalo]

Hi @Terence Riley 

You can do these debugging steps:

1. Try clearing your cache or opening it on an Incognito Window. Maybe it is just a browser issue.
2. Try doing the same thing on other instance. 
3. Try to check if there are client scripts or UI Policies related
4. If all are done and still not working, I may recommend raising a Hi Ticket for this one.

If this Solution worked for you, Please mark Response as helpful & Accept the Solution

Regards,

Oli

[Ajay Singh7]

I was facing the exact same issue for my Client and the reason why why it does not work is if you closely look at all the homepage Instances there definitely you will find a custom widget of Content Experience which has a SYS_ID stored directly and if the content scheduled does not has this then it would return a blank as the record itself is missing to verify you can do the following, and also the reason why it works in the refresh of the same page spInstanceID is not considered and if you check the Console you will that after a reload you wont get the same error and record would be updated.

1) Verify is the same is happening in ESC Portal if not then the above debug will help in identifying the custom widget which has SYS_ID stored directly.

2)Try adding ESC Theme to your custom portal to see if there is some CSS that blocking it.

3) If this still does not change then you can raise a HI .