Adding an Attachment in Customer Portal Comment: Unable to render embedded object: File (image.jpg) not found.

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    Liset de Bruin

    Hi Stephanie,

    Thank you for reaching out and pointing out this problem!

    I’ve followed your step by step plan and was indeed able to reproduce the problem.
    The error message you get “Unable to render embedded object” is indeed the same as with the new issue view.
    The reason is, the same as with the new issue view, that the attachment added in the portal doesn’t get added to the history.
    Therefore Backbone doesn’t recognize the change. I unfortunately don’t have a direct workaround for you.

    The solution to the ticket you mention might also solve the problem you describe here. Therefore I won’t create a new issue just yet, but rather add an internal note with this use case so we can further refine the best solution.

    If you have any further questions, then just let me know.

    Cheers,
    Liset

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    Stephanie Zickert

    Hi Liset, than you for your reply!

    do you have an indirect workaround? Or do you mean copying the attachment manually?

    Many thanks in advance!

    Cheers,

    Stephanie

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    Liset de Bruin

    Hi Stephanie,

    at the moment there is not an indirect workaround for this that automates the syncing of attachments from comments correctly. So what I meant is indeed copying the attachments manually.

    I'm not sure if this is helpful for your use case, but for the customer portal you can add the "attachment" field (you can add this in project settings > request types > edit fields > + add a field). Attachments uploaded there will be synced correctly. Note though that this field is only available at the creation of the ticket and later you can indeed only add attachments by comments.

    Cheers,
    Liset

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    Stephanie Zickert

    Hi Liset,

    the problem is that our customer is creating tickets in the customer portal via REST.

    Unfortunately they can't send attachments then, due to a 32/64b issue.

    So the have to add the attachments after sending via comment.

    Can you maybe ask Matthew Canham who is assigned to this https://ecosystem.atlassian.net/browse/ACJIRA-1925 Ticket, when there will be a solution?

    It would really hepl if would not need to copy paste the attachments manuallt from one project to the other.

     

    Many Thanks in advance

    Warm Regards,

    Stephanie

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    Liset de Bruin

    Hi Stephanie,

    I can understand this implementing a fix for this would be very helpful. Therefore I just wanted to let you know that we reached out to Atlassian today on the ticket ( https://ecosystem.atlassian.net/browse/ACJIRA-1925) to ask for an update.

    You can follow that ticket, and the one provided on our Jira (https://k15t.jira.com/browse/BAC-1369), to track updates.

    Cheers,
    Liset

     

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