Attachment missing from customer portal

[Jenn]

Someone submitted a ticket with an attachment pdf file. She submitted the ticket about 10 mins after uploading the attachment file.

Then, when the approver went into the customer portal to approve the ticket and cannot see the attachment.

But from agents project site, the attachment is uploaded. From the history, and comments, there is no attachment mentioned. Only thing we detected was the timing difference for uploading and submitting by the customer.

Does anyone know what causes this issue? 

[Pramodh M]

Hi @Jenn 

Is the Attachment field added in the Customer portal?

[Jenn]

Yes, that's where she uploaded but the attachment disappeared from the customer portal and showed up in Jira project only.

[Benjamin]

HI @Jenn,

Sometimes I've notice this happens when attachments is added on the Jira or agent side vs the portal. So, what happens is that the attachments gets added internally and not exposed to the customer portal. 

Not sure if that's the same case but this is what I've seen from experience.

thanks,

Ben

[Jenn]

I know what you mean, if you added an attachment from "Add internal note", the attachment wouldn't be seen on the customer portal. If you did it thru "reply to customer", it will show.

Thanks,

Jenn