How to force Customer portal to download attachments in comments and not open them

[Angel Hernandez]

I have two projects, in one any ticket with attachments you are able to download with no issues, the second project you have attachments but when you click on it , the file tries to open giving an error. Both projects are service desk, service desk version is 4.1.0 and jira software 8.1.0. When you click on the attachment, the browser shows a link similar to this:

<jira instance domain>/servicedesk/customershim/secure/attachment/142186/142186_SOW+John+Leone++v2.docx?fromIssue=206576

See image from customer portal.

Note1: works fine on the back end on both projects.

Note2: Already googled, tried wiki render in comments, permissions, checked projects look the same, cleared cache, different browsers, etc. 

[Angel Hernandez · Accepted solution]

@Hyrum Steffensen {Appfire} @Carlos Faddul  Good news, I found the issue, it was missing a configuration in the project. In the Dynamic Forms, "Show attachments on request on the customer portal.". Thanks for the help 

[Carlos Faddul]

[Hyrum Steffensen {Appfire}]

Yay!!!!

[Hyrum Steffensen {Appfire} · Accepted solution]

Hello Angel,

Please post the Scriptrunner Behaviors code that you are using. It seems there is a line of code which is trying to return or access an empty (null) value.

Regards,

Hyrum

[Angel Hernandez]

I disabled all behaviours for that project, disabled all dymanic forms, made all fields optional and still doesn't work. Even if you set the system settings to use unsecure for downloads it still won't download files in the project. Something has to be wrong with the that specific project but no idea what. 

[Hyrum Steffensen {Appfire} · Accepted solution]

Hello Angel,

What kinds of error messages are you seeing in the Jira system logs when you see the 500 error?

* You can view Jira system logs by navigating to <JIRA HOME>/log/atlassian-jira.log

Regards,

Hyrum

[Angel Hernandez]

Hi Hyrum

192.168.100.91 655x432408x2 Ahernandez [21/Jul/2021:10:55:23 -0400] "GET /rest/net.koncis.ultimate/latest/customer/requestdetails?moduleident=requestdetails&issuekey=PT-596&moduleuid=undefined HTTP/1.1" 200 64 37 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432411x3 Ahernandez [21/Jul/2021:10:55:24 -0400] "POST /rest/webResources/1.0/resources HTTP/1.1" 200 446 27 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432412x3 Ahernandez [21/Jul/2021:10:55:24 -0400] "POST /rest/analytics/1.0/publish/bulk HTTP/1.1" 200 40 8 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432413x2 Ahernandez [21/Jul/2021:10:55:24 -0400] "GET /rest/sp4jsd/1.0/issuelinks/issue/PT-596 HTTP/1.1" 200 44 22 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432407x1 Ahernandez [21/Jul/2021:10:55:27 -0400] "GET /rest/proforma/api/2/portal/35/issues/PT-596 HTTP/1.1" 200 44 3467 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432433x1 Ahernandez [21/Jul/2021:10:55:29 -0400] "POST /rest/analytics/1.0/publish/bulk HTTP/1.1" 200 40 19 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432441x2 Ahernandez [21/Jul/2021:10:55:31 -0400] "GET /servicedesk/customershim/secure/attachment/142186/142186_SOW+John+Leone++v2.docx?fromIssue=206576 HTTP/1.1" 500 35915 408 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 656x432554x4 Ahernandez [21/Jul/2021:10:56:14 -0400] "GET /rest/servicedesk/1/servicedesk/sla/issue/PT-596?_=1626879412768 HTTP/1.1" 200 502 75 "https://domain/browse/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 657x432688x2 Ahernandez [21/Jul/2021:10:57:19 -0400] "GET /rest/servicedesk/1/servicedesk/sla/issue/PT-596?_=1626879412769 HTTP/1.1" 200 501 17 "https://domain/browse/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 660x433393x1 Ahernandez [21/Jul/2021:11:00:36 -0400] "GET /rest/servicedesk/1/servicedesk/sla/issue/PT-596?_=1626879412770 HTTP/1.1" 200 499 21 "https://domain/browse/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"

[Angel Hernandez]

Hi Hyrum

192.168.100.91 655x432408x2 Ahernandez [21/Jul/2021:10:55:23 -0400] "GET /rest/net.koncis.ultimate/latest/customer/requestdetails?moduleident=requestdetails&issuekey=PT-596&moduleuid=undefined HTTP/1.1" 200 64 37 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432411x3 Ahernandez [21/Jul/2021:10:55:24 -0400] "POST /rest/webResources/1.0/resources HTTP/1.1" 200 446 27 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432412x3 Ahernandez [21/Jul/2021:10:55:24 -0400] "POST /rest/analytics/1.0/publish/bulk HTTP/1.1" 200 40 8 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432413x2 Ahernandez [21/Jul/2021:10:55:24 -0400] "GET /rest/sp4jsd/1.0/issuelinks/issue/PT-596 HTTP/1.1" 200 44 22 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432407x1 Ahernandez [21/Jul/2021:10:55:27 -0400] "GET /rest/proforma/api/2/portal/35/issues/PT-596 HTTP/1.1" 200 44 3467 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432433x1 Ahernandez [21/Jul/2021:10:55:29 -0400] "POST /rest/analytics/1.0/publish/bulk HTTP/1.1" 200 40 19 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 655x432441x2 Ahernandez [21/Jul/2021:10:55:31 -0400] "GET /servicedesk/customershim/secure/attachment/142186/142186_SOW+John+Leone++v2.docx?fromIssue=206576 HTTP/1.1" 500 35915 408 "https://domain/servicedesk/customer/portal/35/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 656x432554x4 Ahernandez [21/Jul/2021:10:56:14 -0400] "GET /rest/servicedesk/1/servicedesk/sla/issue/PT-596?_=1626879412768 HTTP/1.1" 200 502 75 "https://domain/browse/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 657x432688x2 Ahernandez [21/Jul/2021:10:57:19 -0400] "GET /rest/servicedesk/1/servicedesk/sla/issue/PT-596?_=1626879412769 HTTP/1.1" 200 501 17 "https://domain/browse/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"
192.168.100.91 660x433393x1 Ahernandez [21/Jul/2021:11:00:36 -0400] "GET /rest/servicedesk/1/servicedesk/sla/issue/PT-596?_=1626879412770 HTTP/1.1" 200 499 21 "https://domain/browse/PT-596" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/91.0.4472.164 Safari/537.36" "f4p1w"

[Carlos Faddul · Accepted solution]

@Angel Hernandez, there is no way to "force" the end user (customer) to download attachments.

What I believe is happening is that he is pointing the attachment path on his server, thus not making it visible to the customer.
Would you suggest to try to "clone" your attachment (note that this will increase the storage consumed), maybe that will solve your problem.

[Angel Hernandez]

Looks like its a behaviour issue from what I can see in the log that Hyrum suggested:

2021-07-17 10:21:30,100 https-jsse-nio-8443-exec-1349 ERROR alinder 621x2573825x1 1e6yy2k 2600:1004:b020:b0c:8c0b:2224:8afa:9a1e,162.158.187.189,172.19.0.18 /rest/scriptrunner/behaviours/latest/validators.json [c.o.jira.behaviours.BehaviourManagerImpl] *************************************************************************************
2021-07-17 10:21:30,104 https-jsse-nio-8443-exec-1349 ERROR alinder 621x2573825x1 1e6yy2k 2600:1004:b020:b0c:8c0b:2224:8afa:9a1e,162.158.187.189,172.19.0.18 /rest/scriptrunner/behaviours/latest/validators.json [c.o.jira.behaviours.BehaviourManagerImpl] Script function failed on issue: issue: PT-596, user: alinder, fieldId: customfield_17631, file: <inline script>
java.lang.NullPointerException: Cannot invoke method contains() on null object
at b47594a01f668e83463b96d0ec7e6fea.run(b47594a01f668e83463b96d0ec7e6fea.groovy:15)
at com.onresolve.jira.behaviours.BehaviourManagerImpl$_runValidatorInternal_closure9.doCall(BehaviourManagerImpl.groovy:388)
at com.onresolve.jira.behaviours.BehaviourManagerImpl.runValidatorInternal(BehaviourManagerImpl.groovy:335)
at com.onresolve.jira.behaviours.BehaviourManagerImpl.runValidatorInternal(BehaviourManagerImpl.groovy:302)
at com.onresolve.jira.behaviours.BehaviourManagerImpl.runValidator(BehaviourManagerImpl.groovy:87)
at com.onresolve.jira.behaviours.BehaviourManagerImpl$_runInitialiser_closure2.doCall(BehaviourManagerImpl.groovy:121)
at com.onresolve.jira.behaviours.BehaviourManagerImpl.runInitialiser(BehaviourManagerImpl.groovy:120)
at com.onresolve.jira.behaviours.restservice.BehavioursEndpoint.getBehavioursAndRunInitialiser(BehavioursEndpoint.groovy:191)
at com.onresolve.jira.behaviours.restservice.BehavioursEndpoint$_getValidatorsFromIssueId_closure1.doCall(BehavioursEndpoint.groovy:83)
at com.onresolve.jira.behaviours.restservice.BehavioursEndpoint$_getValidatorsFromIssueId_closure1.doCall(BehavioursEndpoint.groovy)
at com.sun.proxy.$Proxy4573.get(Unknown Source)
at com.onresolve.jira.behaviours.restservice.BehavioursEndpoint.withServletThreadLocal(BehavioursEndpoint.groovy:207)
at com.onresolve.jira.behaviours.restservice.BehavioursEndpoint.getValidatorsFromIssueId(BehavioursEndpoint.groovy:76)
... 19 filtered
at com.atlassian.plugins.rest.module.RestDelegatingServletFilter$JerseyOsgiServletContainer.doFilter(RestDelegatingServletFilter.java:159)