Adding an Attachment in Customer Portal Comment: Unable to render embedded object: File (image.jpg) not found.
Hi, I know there is a similiar ticket already open in your JIRA, but it's about attachments in general and you're claiming, that's about the new isssue view.
Generic Data:
- JIRA Clould
- New Issue View is switched off
- Sync Type: Power Customer Support (Service Desk <--> Software Project)
Steps:
- Open Customer Portal
- Create Ticket and attachment
- Check synced issue in the software project --> attachment was synced --> perfect
- Open the created ticket in teh customer portal
- add an attachment via comment (there is no other possibility)
- check the synced issue in the software project --> attachment was not synced
- Also tried w/o text and with text in comment - no success
- also tried to edit the comment afterwards in the Service Desk Project - no succes
- When I add the attachment in Service Desk Project itself, it's syncing
The attachments added via comment in the Customer Porrtal are definitly listed as attachment in the Service Desk Project, but are not synced to the Software Project.
The main problem is, that the plan is, to create the tickets in the customer portal via Rest API by the L2 vendor. But there are issues to send attachments currently (32/63bit issue). So the attachments need to be added manualy via comments.
Is there a known workaround for that issue?
The switching off of the new issue view is not working. It was switched off in the first place. Switching it on also didn;t change anytning.
Please, if you know a workaround, please proivide me with one.
I would be most thankful.
In general I am very impressed by the sync. It saves us from a lot of manual work.
Cheers,
and thanks in advance,
Stephanie
P.S.: Linked issue: https://k15t.jira.com/browse/BAC-1369
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Official comment
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,
LisetComment actions -
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 -
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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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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